Senior Technical Support Specialist

Senior Technical Support Specialist

Job category: Customer Service

Job Type: Full Time

Location:
Cottage Grove, Wisconsin

Closes on:
01/05/2019

 

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.

 

 

Responsibilities:

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

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 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

 

 

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

 

 

EOE/M/W/Vet/Disability

 

Apply Here

PI106062522

Company name:
Johnson Health Tech North America Inc

Position filled: Open

Email application here:

Apply at this website:
http://www.Click2Apply.net/s67f9fv4wdm6gs4k

Company website: