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:

Service Operations
* 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.

Customer Satisfaction & Support
* 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.

Team Leadership & Development
* 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.

Continuous Improvement
* 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 and provides input regarding staffing needs, skill gaps, and succession planning.
* Collaborates with cross-functional teams to improve service processes and customer support initiatives.

Education / Certification
* Associate's degree required.
* Bachelor's Degree in a Technical, Business, or Engineering discipline preferred.
* Equivalent combination of education and field service management experience will be considered.

Experience
* 5 years of field service or technical service experience.
* 2 years of leadership, supervisory, or team coordination experience preferred.
* Previous experience scheduling field service personnel and managing customer escalations.
* Experience utilizing service management software, CRM systems, or ERP platforms such as D365.

Skills
* Strong leadership and employee coaching abilities.
* Excellent customer relationship and conflict-resolution skills.
* Advanced scheduling and resource planning capabilities.
* Effective project coordination and organizational skills.
* Strong verbal and written communication skills.
* Ability to prioritize multiple tasks in a fast-paced environment.
* Proficiency with D365 and Microsoft Office applications.
* Data-driven decision-making and performance management skills.
* Ability to influence without full departmental authority.
* Limited travel throughout the district and to corporate HQ in Florence, KY may be required.

[The above job description represents the essential and most significant duties of the position. It is not intended to exclude other work assignments & responsibilities not mentioned herein.]