Southeast Regional Service Operations Leader

2 weeks ago


Suwanee, Georgia, United States Mazak Full time

Mazak Corporation is seeking a Regional Service Operations Leader for the Southeast Region. This pivotal role involves managing the service functions within the designated area. The leader is expected to mentor their team to ensure that operations are executed in a way that consistently delivers exceptional customer service. Furthermore, the Regional Service Operations Leader plays a crucial role in nurturing and empowering Mazak Associates, aiding them in excelling in their roles and achieving enduring job satisfaction.

Key Responsibilities:
Essential duties encompass, but are not limited to the following:
* Proactively ensures a safe and healthy work environment for all personnel in alignment with Mazak's and client’s Health & Safety Policies.
* Guarantees that the service department operates in accordance with Mazak Standard Operating Procedures.
* Enforces adherence to Mazak's Export Control Requirements.
* Strives for customer satisfaction across all facets of the service sector.
* Manages Call Center Customer Relationship skills through call monitoring and continuous coaching to provide an outstanding customer service experience.
* Develops and executes strategies to ensure the attainment of corporate performance metrics.
* Oversees associates' mandatory training requirements and periodic renewals.
* Maintains a Skills Matrix and ensures associates are motivated with development and training plans for long-term job satisfaction and growth.
* Manages service capacity and collaborates with HR to identify potential personnel vacancies through Strategic Workforce Planning.
* Leads regional recruitment initiatives and collaborates with HR to ensure a strong Mazak presence at recruitment events.
* Maximizes paid service revenue within the region.
* Oversees efficient utilization of Distribution and Third-Party Service.
* Manages invoicing, work estimates, and quotes to clients as necessary.
* Reviews large project schedules for capacity and accuracy when required.
* Project manages the resolution of critical issues and significant machine problems.
* Maintains a database of recurring complaints or issues with machines or personnel, seeking solutions with the team.
* Oversees and manages overtime, implementing disciplinary actions as needed.
* Establishes and controls departmental budgets.
* Conducts performance evaluations for direct reports and reviews evaluations of secondary reports.

Qualifications:
* A degree in Business Management or a related field.

Experience:
* Over 10 years of relevant experience.

Skills:
* Proven leadership abilities with a comprehensive understanding of service operations.
* Strong skills in team building, active listening, and delegation.
* Visionary in service excellence with the capability to develop and implement plans to achieve it.
* Proficient in effective communication at all levels, including spoken, written, and formal presentations.
* Skilled in problem-solving and negotiation.

Equal Opportunity Employer: Mazak Corporation is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or discriminate against employees or applicants based on inquiries about or discussions of pay.



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