Field Service Manager

4 weeks ago

Toronto, Canada Technogym Full time

Our Company

Everyday Technogym inspires 35 million people to work out utilizing our innovative physical activity solutions. 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 2,300 employees in 14 Branches, reaching 100 countries. More than 80,000 wellness centers and 300,000 private homes in the world are equipped with Technogym. Technogym has been the Official Supplier of 8 Olympic Games since 2000.

At Technogym, we reshape the present and future of physical activity every day. To pursue our mission and continue our success, we are looking for team players who are eager to invest their energy into building dreams. If you naturally fit in with our culture by practicing sport and living a healthy lifestyle and are forward-thinking, always proactive and satisfied only achieving the highest standard, 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

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

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