Every contact a customer makes with Mazak Optonics should be an experience that they would be happy to repeat again.
CHARLIE ZEMAN
CALL CENTER SUPERVISOR
Get to know Charlie Zeman, Call Center Supervisor (Retired in 2021)
Mazak Optonics Corporation’s Call Center provides the customer support concerning machine operation, repair or preventative service, assistance with determining the correct parts, and the overall well-being of the Mazak customer. The Call Center is open from 6:30 a.m. until 7:30 p.m. to help customers if any problems arise. But who are the faces that are behind Mazak's phone support?
One key resource is Charlie Zeman, Mazak's Call Center Supervisor. His role is to troubleshoot and diagnose machine alarms, recover machine operations, provide quotations for preventative maintenance or service repairs, and provide assistance with determining parts needed for repairs.
Charlie has been with Mazak Optonics for over 30 years and has been an important part of the company's customer service success. His dedication to Mazak Optonics is tremendous. Charlie arrives at 6:30 a.m. and stays until 5:30 p.m. every day, to make sure that customers are getting timely and effective phone support.
Quick Q&A with Charlie Zeman
Mazak offers lifetime parts support on every laser-cutting machine sold. Whether a machine is new or has been running reliably for years, Mazak has the parts needed to achieve maximum machine performance. As Warehouse Supervisor, Ricardo Juarez manages Mazak’s inventory of machine parts while also overseeing the accurate and timely delivery of customers’ orders.
Learn more about Ricardo through this quick Q&A session.
How long have you been at Mazak Optonics?
I started in June of 1987 as Service and Applications Engineer.
What is your definition of great customer service and what do you do to provide that?
Great customer service is an involvement with everyone in a company constantly striving to exceed customer expectations by providing a helpful and positive service experience every time. Every contact a customer makes with Mazak Optonics should be a experience that they would be happy to repeat again.
As Call Center Supervisor, my goal is to provide Mazak customers with my best effort while providing professional technical support and solutions to questions that our customers have. The most successful ways to achieve this is through providing prompt and effective technical support.
In your opinion, what makes Mazak Optonics a great company to work for?
Mazak is a great company to work because the employees are encouraged to grow and develop their skills, participate with new ideas all while in a friendly, team based culture. Working at Mazak is exciting and interesting because laser technology is consistently providing innovative machines and solutions for the fabrication industry.
What are your interests and hobbies?
I enjoy sports, fishing, and all outdoor activities which involve blue skies and sunshine.
If you could be any super hero, who would you be?
Superman, for more than 75 years he has been the man of steel, fighting for truth and justice.