Regional Service Manager
4 weeks ago
Mazak Corporation seeks a seasoned Regional Service Manager to oversee service operations in the Southeast Region. This role involves coaching a team to deliver exceptional customer service, ensuring compliance with Mazak Standard Operating Procedures, and developing Mazak Associates to excel in their positions.
Key Responsibilities:
- Proactively maintain a safe and healthy work environment for all employees in accordance with Mazak's and customer's Health & Safety Policies.
- Ensure the service department operates in compliance with Mazak Standard Operating Procedures.
- Enforce compliance to Mazak's Export Control Requirements.
- Ensure customer satisfaction in all aspects of the service business.
- Manage Call Center Customer Relationship skillsets through call monitoring and ongoing coaching to provide an outstanding customer service experience.
- Develop and implement plans to ensure achievement of corporate performance metrics.
- Responsible for associates' mandatory training requirements and periodic renewals.
- Maintain Skills Matrix and ensure associates are motivated and have development/training plans to ensure long-term job satisfaction and development.
- Manage service capacity and work with HR to identify potential personnel vacancies via Strategic Workforce Planning.
- Lead regional recruitment opportunities (Job Fairs) and work with HR for support in providing a Mazak presence at such events.
- Maximize paid service revenue in the region.
- Manage efficient utilization of Distribution and Third-Party Service.
- Oversee invoicing, work estimates, and quotes to customers as required.
- Review large project schedules for capacity and accuracy when required.
- Project Manage resolution on critical issues and major machine problems.
- Ensure maintenance of a database of recurring complaints or problems with machines or with company, distribution, or contract personnel. Seek solutions with the team.
- Oversee/Manage overtime, take disciplinary action as necessary.
- Establish and control budgets.
- Complete performance evaluations for direct reports. Review and approve performance evaluations of secondary reports.
- Manage equitable salary structure in the department, address complaints, and resolve inequalities.
Requirements:
- Bachelor's degree in Business Management or a related field.
- 10+ years of related experience.
- Proven leader with the ability to maintain a high-level overview of service operations.
- Proven skills in team building, active listening, and delegation.
- Has a vision of service excellence and can develop and execute plans to achieve it.
- Proficient in communicating effectively at all levels, including through spoken, written, and formal presentations.
- Adept at problem-solving and skilled negotiation.
Mazak Corporation is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
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