Field Service Team Lead

4 weeks ago


Suwanee, Georgia, United States Mazak Full time

Mazak Corporation is seeking a highly skilled Field Service Team Lead to oversee the daily operations of our Field Service team at our Southeast Technology Center in Suwanee, GA.

The ideal candidate will have a strong background in project management, customer relations, and technical operations. They will be responsible for scheduling and managing a team of field technicians, ensuring exceptional service support is provided to our customers.

Key responsibilities include:

  • Proactively maintaining a safe and healthy work environment for all employees.
  • Scheduling and managing regional service engineers to ensure efficient use of personnel and prescribed response times.
  • Effectively handling overflow phone calls and emails into the service center as required.
  • Ensuring customer responses are within prescribed time limits and quality as defined by corporate goals.
  • Thoroughly documenting summary of all customer calls in D365, including correct contacts and list of further actions.
  • Responsible for identifying training and development needs of the service team.
  • Complete reports, assessment of problems, repairs completed, parts installed, and time involved.
  • Utilizes D365 for scheduling and detailed documentation of services records.
  • Coordinates and expedites repair parts to obtain realistic delivery dates.
  • Oversees and manages overtime, takes disciplinary action in coordination with the service manager, as necessary.
  • Utilizes excellent call center and customer relationship skills.

Requirements include:

  • High Diploma or Equivalent is required.
  • 2 Year Technical Degree or equivalent experience is a plus.
  • Project Management / high activity scheduling experience.
  • Customer relations experience.
  • Ability to multitask.
  • Previous supervision of field service technicians a plus.
  • Excellent communication skills.

Mazak Corporation is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.



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