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.

• 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 and 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.
• Ensures personnel is used efficiently while maintaining prescribed response times.
• Maintains a high degree of customer satisfaction and adheres to service management principles.
• Identifies training and development needs of your service team.
• Completes reports, assessments of problems, repairs completed, parts installed, and time involved.
• Utilizes D365 for scheduling and detailed documentation of service records.
• Coordinates and expedites repair parts to obtain realistic delivery dates as required.
• Oversees and manages overtime, takes disciplinary action in coordination with the service manager, as necessary.
• Utilizes excellent call‑center and customer‑relationship skill set.
• Proactively determines the need for specialty tools and parts and ensures these items are available for Field Service Technicians to arrive on site.

• High Diploma or Equivalent is required.
• 2‑Year Technical Degree or equivalent experience is a plus.

• Project Management and high‑activity scheduling experience.
• Customer relations experience.
• Ability to multitask.
• Previous supervision of field service technicians is a plus.
• Excellent communication skills.

EOE, including disability/vets

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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