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Bilingual Field Service Team Lead

1 month ago

Cambridge, Canada Mazak Corporation Canada Full time

Mazak is the global leader in the design and manufacture of highly productive CNC machine tools and automation systems, including turning centers, vertical and horizontal machining centers, Multi-Tasking solutions, 5-axis machining centers and PALLETECH manufacturing systems. Committed to innovative product development, advanced manufacturing technologies and long-term customer support, Yamazaki Mazak Corporation employs more than 8,400 associates, manages 10 manufacturing plants - which all use Mazak machines to make other Mazaks - and operates 38 Technology Centers around the world through its subsidiaries.

Our proud team is growing, and we need a **Bilingual Field Service Team Leader **to cover for **Quebec and the Maritime Provinces**, Canada.

In a nutshell, you will:

- Proactively attain a safe and healthy work environment for all employees.
- Schedule and manage regional Field Service Technicians.
- Ensure customer responses are within prescribed time limits and quality as defined by corporate goals.
- Thoroughly document out all customer calls in the ERP System.
- Ensure personnel is used efficiently while maintaining prescribed response times.
- Maintain a high degree of customer satisfaction and adhere to our service management principles.
- Identify 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.
- Coordinate and expedite as required repair parts to obtain realistic delivery dates.
- Oversee / manage overtime, takes disciplinary action in coordination with the service manager, as necessary.
- Utilize excellent call center / customer relationship skillset.
- Proactively determine the need for specialty tools and parts and ensure these items are available for Field Service Technicians when they arrive on site.

What are your Qualifications:

- 2 Year Technical Diploma or equivalent experience is a plus
- Project Management / high activity scheduling experience
- Customer relations experience
- Ability to multitask
- Previous supervision of field service technicians a plus
- Excellent communication skills in English and French.

Travelling Requirement: 10% of the time. Assignments might require overnight or multiple night stay from time to time.

And what is in it for you?
- Competitive compensation
- RRSP, DPSP and company matching from day 1
- Available training with the leaders in the industry, in the USA and in Japan
- Medical, Dental and Disability Insurance
- A supportive team environment to grow and thrive.

Mazak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, or local laws.

Mazak is also committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodations during the recruitment and selection process, please let us know.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

**Job Types**: Full-time, Permanent

**Salary**: From $40.00 per hour

Expected hours: No less than 40 per week

**Benefits**:

- Automobile allowance
- Company car
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Relocation assistance
- RRSP match
- Tuition reimbursement
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime

Supplemental pay types:

- Overtime pay

**Experience**:

- Customer relationship management: 5 years (preferred)
- dispatching a team: 5 years (preferred)

**Language**:

- French (required)

Work Location: In person