Product Support Representative 1

Reports to: Technical Service Manager

Exempt/Non-exempt: Hourly

Requirements and Responsibilities:

Provides basic technical support and assistance to clients via email, phone, and/or other remote methods. Addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. Documents client interactions, including details of inquiries, complaints, comments, and actions taken. Possesses a basic understanding of the organization's products and services, but escalates more complex inquiries.

Essential Functions and Responsibilities:

• Respond to all customer correspondence and voicemails within established Service Levels.
• Answer technical questions and troubleshoot service related activities on fitness equipment for customers directly or indirectly through the support of Authorized Service Providers and Dealers.
• Ensure optimum customer satisfaction by working towards continual improvement of service quality metrics including, but not limited to telephone response time, time to resolve an issue, and timely closure of Support Incidents.
• Demonstrate very high levels of organization and timeliness in all forms of internal and external responsiveness.
• Explain and administrate company policies and procedures (e.g., warranty, parts credit, return, etc.).
• Escalate back order parts request, per policy to determine parts availability to accurately customer.
• Record detailed information into a work order/service ticketing system for all calls/e-mails.
• Reading and using schematics to help provide general technical assistance.
• Manage and follow-up with inquiries from the TRUE Fitness Inside/Outside Sales Staff.
• Work closely with Sales, Field Service, Quality Assurance, Product Development and Accounts Receivable to ensure issues are escalated and resolved.

Education and Experience Requirements:

• Associate's degree, field related certification or equivalent work experience.
• Previous experience in a customer facing role.
• Strong problem solving skills, a keen attention to detail / accuracy with a strong ability to recognize parts and part numbers.
• Ability to work independently, adapt quickly to change, and work within a fast-paced, deadline-driven environment.
• 1-2 years Mechanical and/or Electronic experience.
  • 1+ years fitness industry experience a plus
• Proficient with MS Office (Word, Excel, PowerPoint, and Outlook),
• High level of professionalism with excellent communication skills (both verbal and written) with an ability to type a minimum of 40 WPM.
• Ability to re-prioritize a task and adapt to change throughout the workday.
• Clean driving record.

 Working Conditions

• Call center environment.
• Occasional field work and repairs.
• Occasional overnight travel.
• Ability to lift 50+ lbs individually or 200+ lbs as a team.