Field Service Team Lead - Phoenix - Mazak

    Mazak
    Mazak Phoenix

    1 week ago

    Description

    Mazak Corporation is looking for a Field Service Team Leader to join the Field Service team at our Technical Center located in Phoenix, AZ. This position will have the responsibility to support, schedule, and manage a group of field technicians. Communicates with customers and other stakeholders and ensures exceptional service support is provided in accordance with corporate metrics and guidelines.

    Scope and Responsibilities:

    * Essential duties include, but are not limited to the following:

    * Proactively attains a safe and healthy work environment for all employees.

    * Duties will include scheduling and management of regional service engineers

    * Effectively handles overflow phone calls/emails into service center as required

    * Ensures customer responses are within prescribed time limits and quality as defined by corporate goals

    * Thoroughly documents summary of all customer calls in D365 including the correct contacts and list of further actions

    * Ensure personnel is used efficiently while maintaining prescribed response times

    * The ability to maintain a high degree of customer satisfaction and adhere to our service management principles.

    * Responsible for identifying training and development needs of your 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 as required, repair parts to obtain realistic delivery dates.

    * Oversees / manages overtime, takes disciplinary action in coordination with the service manager, as necessary.

    * Utilizes excellent call center / customer relationship skillset.

    * Proactively determines the need for specialty tools and parts and ensures these items are available Field Service Technicians arrive on site

    Education/Certification:

    * High Diploma or Equivalent is required

    * 2 Year Technical Degree or equivalent experience is a plus

    Skills:

    * Project Management / high activity scheduling experience

    * Customer relations experience

    * Ability to multitask

    * Previous supervision of field service technicians a plus

    * Excellent communication skills.

    The salary range for this role is $90,000 to $110,000.

    EOE, including disability/vets

    Qualifications
    Experience * Project Management / high activity scheduling experience (required)
    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
    This employer is required to notify all applicants of their rights pursuant to federal employment laws.

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