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

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
• Free access to our state-of-the-art onsite workout facility
• Product discounts
• Wellness programs

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