Service Support Preventative Maintenance Agent

Service Support Preventative Maintenance Agent

Job category: Customer Service

Job Type: Full Time

Cottage Grove, Wisconsin

Closes on:

Job Description:

Under the direction of the Senior Director of Customer Care and the Supervisor of Service Support, this position creates, catalogues, and executes Preventative Maintenance (PM) agreements for JHTNA customers and additionally assists the Service Support team when workload permits. Relies on limited experience and judgment to plan and accomplish goals. This is a non-supervisory position. Works under general supervision.

Create, catalogue, and execute current and future PM agreements for JHTNA customers:

• Work closely with Sales team to create/extend PM agreements for customers

• Work closely with Accounting team to ensure proper billing & payment for PM agreements

• Work closely with Service team to arrange PM visits from certified technicians

• Respond to external & internal requests daily via Email & Phone

• Maintain database of current & upcoming PM agreements

• Create and follow PM dispatches to completion, to ensure done in a timely manner

• Process labor credits and invoices for payments to Service Providers for PM visits

Additional Service Support tasks as needed:

• Assist in entering tech notes from Service Providers (SP’s) in the database

• Assist in processing labor credits and invoices to SP’s for warranty service visits

• Keep all Service Provider information/documents on file up to date

• Investigate situations where SP did not do the work assigned and resolve situation

• Work with SP’s to get them set up in Online Remedy processing work orders and claims through database

• Ability to guide SP’s through work order, claim, and parts order process on database

Work Practices and desirable traits:

• All Paperwork and database entries filled out completely and accurately

• Able to prioritize tasks

• Detail orientated

• Excellent listening skills and Customer Service Skills – patience, assertive but not aggressive, able to handle escalated situation

• Keep your work environment 5S

• Be on time for your scheduled workday

Technical Training:

• Learn the basics of equipment troubleshooting to further assist ISP’s on the phone

Marginal Job Functions:

• Other projects as assigned



• High school diploma or equivalent


• Prefer two years of previous experience working in a call center, customer service or in the fitness industry

• Good working knowledge and experience with Microsoft Office Suite

• Excellent written and verbal communication skills

• Ability to analyze and solve basic problems


The successful candidate should possess the following skills/attributes:

• Exceptional communication skills, both on paper and in person

• Excellent organizational skills with the ability to simultaneously handle multiple projects

• Strong sense of initiative, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary

• Flexibility and willingness to work in situations of flux and in a fast-paced environment

• Strong computer skills in all Microsoft Office programs, including PowerPoint

• Unwavering attention to detail and commitment to world-class quality

• Ability to embrace deadlines

• Ability to analyze and solve basic problems

• Ability to establish and maintain effective working relationships with diverse group of co-workers, customers and vendors


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


Apply Here


Company name:
Johnson Health Tech North America, Inc.

Position filled: Open

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