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Field Service Technician - MD
Johnson Health Tech
 
Job Location: Frederick, MD
Description:


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:


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

EOE/M/W/Vet/Disability



PI143544837





 
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