Technical Support Team Lead – IPO/Horizon Team
Technical Support Team Lead – IPO/Horizon Team
Job category: Customer Service
Job Type: Full Time
Location:
Cottage Grove, Wisconsin
Posted on:
11/10/2020
Closes on:
12/11/2020
Job Description:
Position Overview:
Under the direction of the Technical Support Supervisor, the Team Lead performs a variety of Customer Tech Support (CTS) duties in accordance with company policies and procedures. Responsibilities include fulfilling customer needs to ensure customer satisfaction. This is a non-supervisory position.
Responsibilities:
Provide outstanding service to Johnson dealers, consumers and Service Providers:
• Handle the escalated calls
• Liaison between for CTS and the Quality department
• Work with Quality on identifying trends in equipment failures
• Work with Small Parts Purchasing in the SP process
• Log into phone queue as needed
• Perform service repair visits as needed
• Promote a positive team atmosphere with co-workers
Staff Development:
• Drives team to succeed in reaching productivity and quality goals to meet/exceed customer needs.
• Ability to coach and mentor in a manner that helps the individual achieve success through constructive feedback
• Develop staff skill in using Online Remedy database
• Willingness to work extra time as needed to accomplish business needs
• Leads by setting a positive example
Work Practices:
• All paperwork and database entries filled out completely and accurately
• Follow procedures regarding removal of parts from inventory
Technical Training:
• Create and lead the weekly tech meetings
• Share knowledge learned with TCMT to keep Online Remedy database updated
• Reduce the amount of after call work time/auto log outs and reduce amount of questions that CTS reps ask by recognizing the missing information
• Build and improve technical trainings that are sustainable and meets the current needs of the department
• Research answers to technical questions
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 KPI’s
• Be on time for scheduled day
• Understands the different roles within the company and how CTS interacts with them
• Other projects as needed
Qualifications:
Education:
• Minimum high school diploma or equivalent required
• College degree in related field preferred
Experience:
• Previous experience working in a call center, customer service or in the fitness industry required
• Two years’ experience in Johnson Tech Support, Sales, Quality or a related field preferred
Other Requirements:
• Proficient with Microsoft Office suite, CRM and SAP
• Excellent written and verbal communication skills
• Ability to work a rotating 10am-7pm shift
Skills:
• Demonstrated effective interpersonal, verbal and written communication skills
• Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary
• Unwavering attention to detail and commitment to world-class quality
• Ability to embrace deadlines
• Able to project a positive and professional demeanor to all internal and external contacts
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
PI125882814