District Service Supervisor - Mountain West District

Mazak Corporation is looking for a District Service Supervisor to join the Service team at our Western Technology Center in Phoenix, Arizona. The District Service Supervisor is responsible for the day-to-day operational leadership of the district service team. This role oversees scheduling, technician utilization, customer service performance, and workforce development to ensure exceptional customer support and efficient service delivery. The District Service Supervisor serves as the primary liaison between Field Service Team Leads, Service Engineers, District Manager, and the Operations Manager, helping execute departmental goals while maintaining high levels of employee engagement and customer satisfaction.

Scope and Responsibilities Essential duties include, but are not limited to, the following:

• * Proactively promotes a safe and healthy work environment for all employees in accordance with company and customer safety policies.
• * Oversees daily scheduling and deployment of Field Service Engineers to ensure efficient utilization and adherence to response time commitments.
• * Monitors district service capacity and collaborates with the District Manager and/or the Operations Manager to address workload imbalances and resource needs.
• * Ensures customer inquiries, service requests, and escalations are addressed within established service level expectations.
• * Utilizes D365 and other service management systems to monitor schedules, document service activities, and maintain accurate service records.
• * Reviews service reports for completeness, accuracy, and proper documentation.
• * Coordinates and expedites parts, tooling, and other resources necessary to support successful field service activities.
• * Assists with management of large projects, machine installations, and critical customer situations to ensure timely resolution.
• * Oversees technician overtime and recommends corrective actions or resource adjustments when necessary.

• * Maintains a high degree of customer satisfaction through proactive communication and effective problem resolution.
• * Serves as an escalation point for customer concerns and works collaboratively with internal departments to resolve service-related issues.
• * Supports call center operations by assisting with customer communications and overflow service inquiries as required.
• * Monitors service performance metrics and takes corrective action to improve response times, quality, and overall customer experience.
• * Identifies recurring customer or equipment issues and works with the service team to develop corrective action plans.

• * Provides direct supervision, coaching, and leadership to assigned Field Service Team Leads and Service Engineers.
• * Conducts regular one-on-one meetings to review performance, development goals, and operational expectations.
• * Identifies training and development needs and works with the District and/or Operations Manager to implement employee development plans.
• * Maintains technician skill assessments and supports development of a qualified, versatile service workforce.
• * Ensures completion of mandatory training requirements and certifications.
• * Supports performance management activities, including documentation, coaching, disciplinary actions, and performance improvement plans in coordination with the District and/or Operations Manager.
• * Assists with onboarding and mentoring of new service personnel.

• * Supports implementation and compliance with company standard operating procedures.
• * Monitors key service performance indicators and recommends process improvements to increase efficiency and customer satisfaction.
• * Participates in workforce planning discussions…