Field Service Team Lead

Mazak Corporation is looking for a Field Service Team Leader to join the Field Service team at our Southeast Technology Center located in Suwanee, GA. 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.

EOE, including disability/vets