District Service Supervisor - Mountain West District

Mazak Corporation • Provo, UT

5h • Onsite

About The Position

Mazak Corporation is seeking a District Service Supervisor to join the Service team at its Western Technology Center in Phoenix, Arizona. This role provides day-to-day operational leadership for the district service team, overseeing scheduling, technician utilization, customer service performance, and workforce development to support efficient service delivery and exceptional customer support. The supervisor serves as the primary liaison among Field Service Team Leads, Service Engineers, the District Manager, and the Operations Manager, helping execute departmental goals while maintaining employee engagement and customer satisfaction.

The position promotes a safe and healthy work environment; coordinates field service scheduling, deployment, resources, and documentation; monitors service capacity and performance; and supports customer escalations, installations, large projects, and critical situations. It also directly supervises and develops assigned team leads and service engineers, supports training and performance management, and contributes to continuous improvement, workforce planning, and cross-functional service initiatives. Limited travel throughout the district and to corporate headquarters in Florence, Kentucky, may be required.

Requirements

• Associate’s degree required.
• Equivalent combination of education and field service management experience will be considered.
• At least 5 years of field service or technical service experience.
• Previous experience scheduling field service personnel and managing customer escalations.
• 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.

Nice To Haves

• Bachelor’s degree in a Technical, Business, or Engineering discipline.
• At least 2 years of leadership, supervisory, or team coordination experience.
• Experience utilizing service management software, CRM systems, or ERP platforms such as D365.

Responsibilities

• Promote a safe and healthy work environment in accordance with company and customer safety policies.
• Oversee daily scheduling and deployment of Field Service Engineers to ensure efficient utilization and adherence to response-time commitments.
• Monitor district service capacity and collaborate with the District Manager and/or Operations Manager on workload imbalances and resource needs.
• Ensure customer inquiries, service requests, and escalations are addressed within established service-level expectations.
• Use D365 and other service management systems to monitor schedules, document service activities, and maintain accurate service records.
• Review service reports for completeness, accuracy, and proper documentation.
• Coordinate and expedite parts, tooling, and other resources needed for field service activities.
• Assist with management of large projects, machine installations, and critical customer situations.
• Oversee technician overtime and recommend corrective actions or resource adjustments when necessary.
• Maintain customer satisfaction through proactive communication and effective problem resolution.
• Serve as an escalation point for customer concerns and collaborate with internal departments to resolve service-related issues.
• Support call center operations by assisting with customer communications and overflow service inquiries as required.
• Monitor service performance metrics and take corrective action to improve response times, quality, and customer experience.
• Identify recurring customer or equipment issues and work with the service team to develop corrective action plans.
• Provide direct supervision, coaching, and leadership to assigned Field Service Team Leads and Service Engineers.
• Conduct regular one-on-one meetings to review performance, development goals, and operational expectations.
• Identify training and development needs and work with the District Manager and/or Operations Manager to implement development plans.
• Maintain technician skill assessments and support development of a qualified, versatile service workforce.
• Ensure completion of mandatory training requirements and certifications.
• Support performance management activities, including documentation, coaching, disciplinary actions, and performance improvement plans, in coordination with the District Manager and/or Operations Manager.
• Assist with onboarding and mentoring new service personnel.
• Support implementation of and compliance with company standard operating procedures.
• Monitor key service performance indicators and recommend process improvements to increase efficiency and customer satisfaction.
• Participate in workforce planning and provide input on staffing needs, skill gaps, and succession planning.
• Collaborate with cross-functional teams to improve service processes and customer support initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree