Field Service Technician

Field Service TechnicianUnder 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, assists with new product installations; along with timely and accurate documentation of work performed.ResponsibilitiesField Service (primary)Accepts and completes dispatches in 48 hours or rejects dispatch so it can be reassignedComplete work thoroughly to achieve 95% or higher FTFR (First time fix rate)Follow field testing procedures accuratelyDocument all inspections, maintenance, repair work and failures in the field in through dispatch in Online Remedy (OLR) and Customer Relationship Management (CRM) softwareProvide complete and accurate information about the inspections and steps taken to make the repair per department work practicesInspect newly installed equipment on site where necessaryMust 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) staffLog all service claims in OLR within 24 hours of work completedAnswer field technician service calls, diagnose and set service remedy into motionMaintain an accurate inventory of service parts and perform quarterly auditsDiscuss, present and close service contracts and special programs being offered for customersDiscuss with customer continued Service when product is no longer under warrantyDiscuss new products with customersKeep sales informed of upcoming purchases customers are planningManagement Support:Provide accurate service reports to management when requestedFrequent 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 levelRequirementsEducation:High school diploma or equivalent requiredCollege degree in related field preferredAdditional training in commercial fitness industry or combination of education and experience preferredExperience:Minimum of 1-3 years of experience in a technical support or service role requiredBasic knowledge of technical and mechanical problem solving preferredWorking knowledge of commercial fitness industry preferredWorking knowledge of Microsoft Office Suite and similar communication related softwareExperience with Microsoft CRM (Customer Relationship Management)Other Requirements:Valid driver's license with an acceptable driving recordAbility to drive a full-size vanAbility to travel domestically up to 25%.Benefits:We offer an excellent compensation package and team-oriented work environment with growth opportunities.Some of our outstanding benefits include:Health & Dental InsuranceCompany paid Life Insurance401(k)Paid Time Off benefitsProduct discountsWellness programsEqual Opportunity Employer, including Protected Veterans and Individuals with Disabilities.