Field Service Team Lead

Mazak Corporation; Windsor Locks (CT); On-site; USD 85,000 - 110,000; Full time

Job summary

Mazak Corporation is seeking a Field Service Team Leader to join the Field Service team at our Northeast Technology Center in Windsor Locks, CT. You will schedule and manage a group of field technicians, communicate with customers and stakeholders, and ensure service is delivered per corporate metrics.

Responsibilities include proactive safety, call handling, D365 documentation, and coordinating parts to keep on-time service. Strong leadership and communication skills are essential.

Qualifications

• High Diploma or Equivalent is required.
• 2-Year Technical Degree or equivalent experience is a plus.
• Experience in project management/scheduling is expected.

Responsibilities

• Schedule and manage a regional team of field service engineers.
• Communicate with customers and stakeholders to ensure service metrics.
• Document service calls and actions in D365.
• Coordinate parts and tools for on-site service.
• Oversee overtime management and disciplinary actions with the service manager.

Skills

Project management

Customer relations

Multitasking

Supervision of field technicians

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 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.

Education/Certification

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

Skills

• 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.

For further information, please review the Know Your Rights notice from the Department of Labor.