Field Service Technician

Company: Johnson Health Tech
Location: Methuen
Posted on: November 20, 2022

Job Description:

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Job Type
Full-time

Description

OUR Mission: Delight and excite our customers through truly innovative products, unsurpassed quality, and best-in-class customer experience provided by a world class organization.
YOUR Opportunity: It's time for you to take part in the growth happening during the most exciting time to be a part of this industry! At Johnson Health Tech, we are working to better ourselves through bettering the people who use our fitness equipment.
EVERYONE'S Advantage: "I continue to believe that exercise is medicine that everyone should take - especially in this era of COVID-19," Robert E. Sallis, MD
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

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: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
Discover what it means to belong to a company recognized by Forbes, yet again, as one of the #WorldsBestEmployers of 2021!EOE/M/W/Vet/Disability


Salary Description
$25-$30 per hour

Keywords: Johnson Health Tech, Methuen , Field Service Technician, Professions , Methuen, Massachusetts