Field Service Team Lead

Mazak Corporation; Windsor, Northern (CT, KY); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Mazak Corporation is seeking a Field Service Team Leader for our Northeast Technology Center in Windsor Locks, CT. You will lead a team of field technicians, schedule workloads, and coordinate with customers to meet corporate metrics and service standards.

The role emphasizes effective communication, team development, and proactive service management to ensure timely, high-quality field support.

Qualifications

• Project management / high activity scheduling experience.
• Customer relations experience.
• Ability to multitask.

Responsibilities

• Duties include scheduling and management of regional service engineers.
• Oversees / manages overtime, disciplinary actions as necessary.
• Communicates with customers and stakeholders to ensure exceptional service.

Skills

Project management

Customer relations

Multitasking

Field service supervision

Excellent communication

Education

High Diploma or Equivalent

2 Year Technical Degree

Job description

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 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities 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.