Field Service Technician

Life Fitness
Published
January 30, 2021
Location
Atlanta, GA
Category
Job Type

Description

Travels to offsite locations to perform installation, maintenance, repairs and to overhaul products to ensure product performance. Renders technical advice and/or service on product application. May conduct training and service programs in the operation and maintenance of products. Markets service and extended maintenance contracts to existing Life Fitness customers while maintaining a high level of customer relations skills to achieve superior customer satisfaction.

PRIMARY RESPONSIBILITIES:

  • Schedules and travels to locations within territory to install, repair, maintain or refurbish company products at customer facilities and trade shows, as well as perform demonstrations as requested.
  • Diagnoses problems with equipment, assesses the extent of the problem. Makes decision to repair product, replace parts, or recommends replacement of product.
  • Demonstrates capacity for analyzing, evaluating, and diagnosing complex equipment problems in a timely fashion.
  • Plans and conducts remote assignments generally involving multiple project timelines and possible conflicting priorities with appreciable latitude for unreviewed action and decision.
  • May provide technical support to less experienced technicians where unresolved complex equipment problems exist.
  • Installs products and provides operation and maintenance training to customers and assistance to authorized servicers in product training, repairs, installations and maintenance methods.
  • May refurbish or recondition used equipment for resale and prepare equipment/products for shipping.
  • Attends regional trade shows. May assist trade show staff with setting up and maintaining equipment used for trade shows and demonstrations.
  • May make presentations independently or in conjunction with the sales or marketing departments on company product support features, customer service and/or programs.
  • Maintains inventory of parts within acceptable shrinkage percentages set by Manager. Manages replenishment of necessary parts. Coordinates the disposition of exchanged parts.
  • Exhibits a high degree of customer relations skills in servicing existing warrantied products and selling extended maintenance contracts.
  • Maintains extensive service records (including collecting data for engineers) i.e., logs of customer site visits, maintenance reports, installation reports, technical alert reports, time and materials reports, and warranty/service contract work reports.
  • Responsible for satisfying customer service /satisfaction measurements such as, customer response time, average on-site response time, and acceptable call completion rate percentages set by the National Field Service and Sales Manager.
  • Responsible for meeting revenue and profit generation measurements such as, monthly volume of service contracts, minimum time and material revenue, and average monthly income.
  • Performs other duties as required.
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