Services Engineer

Your Role

Technogym is looking for a Services Engineer who will service our customers across the Philadelphia/South Jersey area. In this position you will be responsible for ensuring complete customer satisfaction by diligently resolving all customer requests relating to the installation and service of our products. If you thrive working in the Services field and you are obsessed with care user 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 aiming to improve their service performance in order to provide the best fitness experience anywhere.

• Execute effective root cause analysis of product issues, with the goal of identifying the proper parts to be used and determining the appropriate solution
• Execute jobs in line with Customers' Service Level Agreements (SLAs)
• Achieve field performance metrics:
  Time To Service (TTS), First Time Fix Rate (FTFR) and Jobs Per Machine Repaired in a 30 day period (JMR3)
• Manage stock of parts and guarantee a high-level of inventory record accuracy
• Educate customers in the technical use and care of Technogym equipment
• Properly manage work orders and service reports (i.e. including all requested information based on assigned standard operating procedures)
• Follow assigned schedule and travel to on-site locations in accordiance to SLAs, communicating with customers and team members to notify them of estimated times of arrival
• When on field, carry out light maintenance whenever is needed and check the equipment to proactively detect issues
• Always act in a professional and customer-oriented way, collecting full and structured feedback from the field to fully depict our Customers' real needs and new sales potential
• Manage safety issues in person
• Escalate problems and reassign calls when appropriate
• Accurately report service data in line with assigned procedures
• Ensure all work-related equipment and vehicles are utilized and maintained safely and responsibly, ensuring all work-related tasks are performed in compliance with Technogym guidelines and appropriate Health & Safety legislation
• Provide customers with exceptional customer service and experience

What You Bring:

• 3-5 years experience working regularly with mechanical/electrical tools in a similar role
• Mechanical/electrical aptitude and experience
• Ability to troubleshoot, test, repair and service technical equipment
• Knowledge and ability to work with mobile tools and applications
• Knowledge of IT networking is advantage
• Proven experience with managing service orders
• Ability to respong and manage client requests and complaints in a highly professional manner
• Transparency, intellectually open mind and aptitude for teamwork
• Able to move/lift equipment up to 100 pounds
• Ability to travel throughout assigned territory daily
• Valid US Driver's License
• Ability to work independently

What We Offer:

• Annual salary starting at $65,000, commensurate with experience
• Comprehensive medical, dental, and vision insurance - eligible starting first day of employment
• 401k with company match - eligible starting first day of employment
• PTO

Technogym is an equal opportunities employer. We welcome applications from all members of society irrespective of age, sex, sexual orientation, race, religion or belief.