Technical Support Team Lead – IPO/Horizon Team

Job category: Customer Service

Job Type: Full Time

Location:
Cottage Grove, Wisconsin

Closes on:
12/11/2020

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

Apply Here

PI125882814

Company name:
JOHNSON HEALTH TECH TRADING INC

Position filled: Open

Email application here:

Apply at this website:
https://www.click2apply.net/8O1ypeIyNwmefbK8cRVPk

Company website: