Regional Field Service Team Leader - NYC Metro

Regional Field Service Team Leader - NYC Metro

Location: Jersey City (New Jersey), NJ, US Function/Branch: Operations Type of contract: Permanent Employee

Our Company Technogym inspires 70 million daily users to train using our innovative & engaging solutions for fitness, sport and health. By promoting the Healthness lifestyle of exercise, a balanced diet, and a positive mental approach, Technogym has rapidly grown into a success story of over 2,800 employees at 16 branches, expanding to more than 150 countries. It has been selected as Official Supplier to 10 editions of the Olympic Games - from Sydney 2000 to Milano Cortina 2026.

Suppose you are a team player with strong relationship skills and an international approach, eager to invest your energy in building dreams. In that case, you have the right spirit to join Technogym because you have the IMBESTIO! You will naturally fit our culture if you work out and live a healthy lifestyle, are proactive, determined, and are digitally savvy. Move with us for a better world!

Your Role

Technogym is looking for an experienced technician and people leader to oversee our East Coast based field service engineers. This role will play a critical role in driving the success of our field service operations, while fostering a positive work environment for our team. In this role your primary focus will be to provide direction to the field service team to ensure that performance standards are met, regularly assessing team performance, and identifying areas for improvement. This role requires regular travel (50%) of the time, when not working out of our Jersey City headquarters.

Your Impact

Collaborate in managing performance and costs of the Field Service organization, in line with assigned targets

Manage field technical resources, specifically ensure process adherence of repair protocols executed in the field

Coordinate the second level technical support team to improve efficiency and compliance

Support the effective planning and scheduling of field technician visits, ensuring the expected service level to customers

Identify key product issues that impact customer satisfaction and escalate them to International Technical Support at HQ

Provide technical training to technicians and ensure their certification and correct protocol execution through on-field audits

Manage safety issues in person or address them to the right people

Understand customer complaints/issues and lead their resolution, involving all the necessary company departments

Improve customer satisfaction and manage dissatisfied customers in person

Enter and manage support requests in the information system (BAAN/CRM - SFDC)

Drive the quality of service with expertise & technical standard KPIs such as FTFR (First Time Fix Rate), TTS ( Time To Service) and JMR3 ( Job Management Record for 3 Month timeframe), company policies and technician performance measurements

Lead organizational effectiveness by maximizing performance and people development and engagement

Cooperate with the Spare Parts team to ensure governance of local warehouses, making sure that Field Engineers are managing consumption of parts in the proper way, and oversee the annual stock counts

About You

Minimum 3+ years experience managing teams of 10+ people

Minimum 3+ years of experience in the field as a technician, or in a highly relevant customer-service and supervisory role

Familiarity with CRM systems, and dispatch/scheduling tools. Ability to guide technicians through complex repairs or assist with remote troubleshooting when needed

Product technical knowledge of both HW and SW

Problem solving and organizational skills

Expertise in root cause analysis/troubleshooting

Electronic/Mechanical engineering expertise

Knowledge of ERP systems and databases

Knowledge of ICT and office automation tools

What We Offer:

Salary range of $105,000 - $120,000 commensurate with experience

Comprehensive medical, dental, and vision insurance - effective first day of employment

401k with company match

PTO - vacation, sick, and holidays

On-site gym

Technogym is an Equal Opportunities Employer