Field Service Technician-CO

Our Company

Technogym inspires 55 million daily users to train using our innovative & engaging solutions for fitness, sport and health. By promoting the wellness lifestyle of exercise, a balanced diet, and a positive mental approach, Technogym has rapidly grown into a success story of over 2,400 employees at 14 branches, expanding to more than 100 countries and has been selected as Official Supplier to 8 editions of the Olympic Games - from Sydney 2000 to Tokyo 2020.

If you are a team player with strong relationship skills and an international approach, eager to invest your energy in building dreams, you have the right spirit to join Technogym! You will naturally fit with our culture if you work out and live a healthy lifestyle, are pro-active, determined and digital savvy. Move with us for a better world!

About the Role

If you are an After Sales professional and you are obsessed with care users' satisfaction, this is the position for you! One of Technogym’s goals is "Satisfying 100% of our customers and end-users". Our Services teams are always trying to improve their service quality to have the best fitness experience anywhere.

We are looking for an energetic and process-driven Field Service Team Leader who will guarantee timely and cost-effective execution of the field service activity in the Country. You will be accountable for overseeing service, repair and/or installation of Technogym products in accordance with the current Service Level Agreements.

In this role, you will manage a high-performance team that provides excellent technical service support to our customers and will optimize customer experience beyond expectations.

Responsibilities

• Collaborates in managing performances and costs of the Field Service organization, in line with assigned objectives
• Responsible for managing field technical resources, in particular for the repair protocols executed in the field
• Responsible for coordinating second level technical support team
• Support in the planning and scheduling field technicians visits in an effective way, assuring expected level of service to the customers
• Responsible for the dispatching of all jobs for the technicians
• Identify key product issues that impact customer satisfaction and escalate to International Technical Support in HQ
• Responsible for providing technical training to technicians and to ensure their certification and correct protocol execution (audit)
• Understand customer complains/issues and lead their resolution, involving all necessary department in the company
• Support Customer satisfaction improvement and manage dissatisfied customer in person
• Entering and managing support requests into the information system (BAAN/CRM - SFDC)
• Drive quality of service with expertise & technical standards KPIs such as FTFR, TTS, JMR3, company policies and technicians performance measurements
• Lead organizational effectiveness by maximizing performance and people development and engagement

Requirements

• Products (both hw/sw) technical knowledge
• Problem solving and organizational skills
• Root cause analysis/troubleshooting expertise
• Electronic/Mechanical engineering
• ERP systems and database knowledge
• ICT and office automation tools knowledge
• Leadership, communication and negotiation skills
• Fluent in English (Mandatory)

Enthusiasm, Humility, Pro-activity, Passion and Ethics complete the desired profile

Technogym is an Equal Opportunity Employer

We are an equal opportunity employer and value diversity at our company. We welcome applications from all members of society irrespective of age, sex, sexual orientation, race, religion or belief.

Discover your potential with a career at Technogym, where work means loving what you do, taking on challenges, learning from others, sharing a vision and making it come true