Description

OUR Mission: Delight and excite our customers through truly innovative products, unsurpassed quality, and best-in-class customer experience provided by a world class organization.

YOUR Opportunity: It’s time for you to take part in the growth happening during the most exciting time to be a part of this industry! At Johnson Health Tech, we are working to better ourselves through bettering the people who use our fitness equipment. 

EVERYONE'S Advantage: “I continue to believe that exercise is medicine that everyone should take — especially in this era of COVID-19,” Robert E. Sallis, MD

Position Overview:

Under the direction of the Regional Field Service Supervisor, the Field Service Technician 1 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

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%

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

· Free access to our state-of-the-art onsite workout facility

· Product discounts

· Wellness programs