Field Service Team Lead

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.

• Proactively attain a safe and healthy work environment for all employees.
• Schedule and manage regional service engineers.
• Effectively handle overflow phone calls/emails into service center as required.
• Ensure customer responses are within prescribed time limits and quality as defined by corporate goals.
• Thoroughly document summaries of all customer calls in D365 including correct contacts and list of further actions.
• Ensure personnel is used efficiently while maintaining prescribed response times.
• Maintain a high degree of customer satisfaction and adhere to our service management principles.
• Identify training and development needs of service team.
• Complete reports, assessment of problems, repairs completed, parts installed, and time involved.
• Utilize D365 for scheduling and detailed documentation of service records.
• Coordinate and expedite repair parts to obtain realistic delivery dates.
• Oversee/manage overtime, take disciplinary action in coordination with the service manager, as necessary.
• Utilize excellent call center / customer relationship skillset.
• Proactively determine the need for specialty tools and parts and ensure these items are available before Field Service Technicians arrive on site.

• High Diploma or Equivalent 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.

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

EOE, including disability/vets. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.