Description

Position Overview:

Under the direction of the Regional Field Service Supervisor, the Field Service Technician is responsible for repairing cardio, strength, electronic fitness equipment and attachments. This position schedules and performs field service work as well as manages a limited parts inventory in accordance with company policies and procedures. Duties include performing service work, assists with new product installations; along with timely and accurate documentation of work performed.

Responsibilities:

Field Service (primary):

• Accepts and completes dispatches in 48 hours or rejects dispatch so it can be reassigned
• Complete work thoroughly to achieve 95% or higher FTFR (First time fix rate)
• Follow field testing procedures accurately
• Document all inspections, maintenance, repair work and failures in the field in through dispatch in Online Remedy (OLR) and Customer Relationship Management (CRM) software
• Provide complete and accurate information about the inspections and steps taken to make the repair per department work practices
• Inspect newly installed equipment on site where necessary
• Must attend the required trainings, learn required CRM and other systems, and pass certification on all relevant equipment.

Customer Service (primary):

• Schedule and perform field service work assigned by Customer Tech Support (CTS) staff
• Log all service claims in OLR within 24 hours of work completed
• Answer field technician service calls, diagnose and set service remedy into motion
• Maintain an accurate inventory of service parts and perform quarterly audits
• Discuss, present and close service contracts and special programs being offered for customers
• Discuss with customer continued Service when product is no longer under warranty
• Discuss new products with customers
• Keep sales informed of upcoming purchases customers are planning

Management Support:

• Provide accurate service reports to management when requested
• Frequent communication with Regional Supervisor, Senior Tech, Customer Tech Support, Quality, and Sustaining Engineering teams to assure high levels of quality and design of JHTNA products.
• Report to the manager or supervisor if customer is having any issues that should be addressed at a higher level

Requirements

Qualifications:

Education:

• High school diploma or equivalent required
• College degree in related field preferred
• Additional training in commercial fitness industry or combination of education and experience preferred

Experience:

• Minimum of 1-3 years of experience in a technical support or service role required
• Basic knowledge of technical and mechanical problem solving preferred
• Working knowledge of commercial fitness industry preferred
• Working knowledge of Microsoft Office Suite and similar communication related software
• Experience with Microsoft CRM (Customer Relationship Management)

Other Requirements:

• Valid driver’s license with an acceptable driving record
• Ability to drive a full-size van
• Ability to travel domestically up to 25%

Skills:

• Basic knowledge of the fitness industry
• Basic knowledge and experience in technical and mechanical problem solving
• Advanced knowledge of the use of hand tools
• Ability to recognize and solve problems in a timely manner
• Strong sense of urgency to achieve a high percent of task target dates
• With the help of Regional Supervisor, develops and improves current work processes
• Willing to assist others when his/her tasks are complete
• Ability to establish and maintain effective working relationships with diverse group of co-workers, customers, and vendors
• Contributes to a positive working environment
• Ability to embrace deadlines
• Skilled in planning, organizing resources and establishing multiple priorities for work assignments for optimum results
• Utilize multiple software programs as customer relations and technical support tools
• Achieves high percent of task target dates and KPIs
• Demonstrated effective interpersonal, verbal, and written communication skills
• Unwavering attention to detail and commitment to world-class quality
• Able to be consistently accurate
• Able to follows tasks to completion in a timely manner without sacrificing quality

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities.

Some of our outstanding benefits include:

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Product discounts
• Wellness programs