Field Service Technician

Job Type: Full-time Position Overview Under the direction of the Regional Field Service Manager, 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, assisting with new product installations, and timely and accurate documentation of work performed. Responsibilities Field Service (primary) Accepts and completes dispatches within 48 hours or rejects dispatch so it can be reassigned. Completes work thoroughly to achieve 95% or higher first time fix rate (FTFR). Follows field testing procedures accurately. Documents all inspections, maintenance, repair work, and failures in the field through dispatch in Online Remedy (OLR) and Customer Relationship Management (CRM) software. Provides complete and accurate information about inspections and steps taken to make the repair per department work practices. Inspects newly installed equipment on site where necessary. Makes required trainings, learns required CRM and other systems, and passes certification on all relevant equipment. Customer Service (primary) Schedules and performs field service work assigned by Customer Tech Support (CTS) staff. Logs all service claims in OLR within 24 hours of work completed. Answers field technician service calls, diagnoses and sets service remedy into motion. Maintains an accurate inventory of service parts and performs quarterly audits. Discusses, presents and closes service contracts and special programs being offered for customers. Discusses continued service when product is no longer under warranty. Discusses new products with customers. Keeps sales informed of upcoming purchases customers are planning. Management Support Provides accurate service reports to management when requested. Communicates frequently with Regional Supervisor, Senior Tech, Customer Tech Support, Quality, and Sustaining Engineering teams to assure high levels of quality and design of JHTNA products. Reports to the manager or supervisor if a 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 Health & Dental Insurance. Company paid Life Insurance. 401(k). Paid Time Off benefits. Product discounts. Wellness programs. Equal Opportunity Employer, including Protected Veterans and Individuals with Disabilities. Salary $26.00-$30.00 per hour #J-18808-Ljbffr