Installation Services Specialist

Job Type

Full-time

Description

Position Overview:

The Installation Service Specialist will oversee product installation at customer sites. The Installation Service Specialist will work with customers to make sure we meet their expectations. The ISS will work with the installer to oversee their performance as well as their professionalism. The Installation Service Specialist will assist or give aid to the product training team when necessary. The ISS will make calls to our CTS department to ship parts or products that have issues at the site.

Responsibilities

Customer Service:

• Act as installation and project site manager during customer installation to ensure a satisfactory customer experience during the installation experience. Responsible for managing the installation teams and communicating and coordinating with the customer and necessary departments at headquarters to ensure flawless execution of installs.
• Quickly identify and solve customer and product quality issues as related to product installations. Quick resolution and decision making could prevent large returns and improve our ability to gain future business for the organization.
• Non-resolution of the above could result in large dollar losses for the organization.
• Management of contracted installation teams for planning, coordination and execution of Matrix installations.
• Responsible for fully documented inspection of product installation to ensure product quality meets company expectations. Includes making sure all hardware has been installed to quality expectations and that any installed software is fully operational.
  
  

Field Service

• Investigate and resolve equipment issues.
• Must complete training and certifications as required by Supervisor of Training and Field Technicians and Director of Logistics and Commercial Installations.
• Must attend the required trainings, learn required CRM, OR and other systems, and pass certification on all relevant equipment.
• Document all trainings and certification and maintain files.
• Install equipment on site where necessary.
• Follow field testing procedures accurately.
  
  

Management Support

• Provide accurate service reports and metrics to management when requested.
• Monthly meetings with training counterparts within JHTNA.
• Assist with the expansion of nationwide product installation network.
• On site management and auditing of third-party installation providers
• Communicate with product managers, assembly managers and field installation teams to assure high levels of quality and design of JHTNA products.
• Training of third-party vendors
• Self-Management is key to being successful in this position.
  
  

Marginal Job Functions

• Other projects assigned.
  
  

Requirements

Education:

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

Experience

• 2-3 years’ experience in a technical support or service preferred
• Experience in technical and mechanical problem solving preferred
• Working knowledge of commercial fitness industry preferred
  
  

Other Requirements

• Experience with Microsoft Office suite
• Public speaking skills to large audiences
• Local, national, and international travel (up to 75%)
• Valid credit card
• Valid drivers’ license
• Valid passport
• Position will be subjected to pre-employment and annual motor vehicle record (MVR) checks. Must be able to successfully pass MVR checks to drive on behalf of the company.
  
  

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
  
  

EOE/M/W/Vet/Disability