Senior Technical Support Specialist

Senior Technical Support Specialist

Job category: Customer Service

Job Type: Full Time

Cottage Grove, Wisconsin

Closes on:

Job Description:


Position Overview:

Under the direction of the Sr. Director of Customer Care, the Senior Technical Support Specialist is someone who receives incoming calls, emails and requests for trouble shooting of Matrix commercial fitness equipment in accordance with company policies and procedures. Responds to email and phone messages in a timely manner and assists with advanced issues of Matrix fitness equipment.




Assigned to key accounts who expect a higher level of service and are critical to Johnson (e.g., Planet Fitness)

Pulled in to provide Level 2 support on very difficult-to-solve technical cases

Provides coaching and mentoring to other agents in team, drawing upon deep field experience

Leads occasional projects aimed at improving troubleshooting in Online Remedy


Customer Service:

Provide outstanding service to dealers, consumers and Service Providers

Handle service contacts (phone, email, chat) promptly and accurately

Troubleshoot problems with consumer and resolve in most cost-effective way possible using diagnostic procedures within department work practices

Enter service parts order the same day as received

Log all service claims in Online Remedy

Answer Field Technician service calls, diagnose and set service remedy into motion


Technical Training:

Attend/lead meetings and contribute ideas and suggestions for improvement

Teach technical trainings for the department

Perform service repair visits as needed

Research answers to technical questions


Technical Support:

Follow the CRM SOP

Research answers to technical questions

Notify TCMT to update the knowledge base to include answers found in research

Create work instructions as needed

Organize information in share drive so that all information is available to all reps


General Responsibilities:

Be aware of the work environment; keep your workstation clean and tidy by 5S standards

Be aware of the company goals and work to achieve department KPIs

Be on time for scheduled day


Marginal Job Functions:

Other projects as needed.



Job Requirements


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



Minimum of 5 years experience in a technical support or Field service role required in the fitness industry

Experience in technical and mechanical problem solving preferred

Working knowledge of commercial fitness industry

Strong working knowledge of Microsoft Office Suite and similar communication related software

Experience with Microsoft CRM

Experience in field service training preferred


Other Requirements:

Valid drivers license

Ability to analyze problems




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


Paid Time Off benefits

Free access to our state-of-the-art onsite workout facility

Product discounts

Wellness programs





Apply Here


Company name:
Johnson Health Tech North America Inc

Position filled: Open

Email application here:

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