Field Service Team Lead

Field Service Team Lead

Mazak Corporation is looking for a Field Service Team Leader to join the Field Service team at our Northeast Technology Center located in Windsor Locks, CT. The Field Service Team Leader 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:

• 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.

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.

Mazak Optonics Corporation