Field Service Technician

Full-time

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

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 lbs.

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

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