Key Responsibilities:
- Support technicians and the customer service team for complex equipment issues
- Support the Service Supervisor in planning and scheduling Field Service Technicians in an effective manner
- Lead complex repairs or servicing for escalated/complaining customers
- Identify key product and service issues and escalate to Technogym International Technical Support if necessary
- Understand customer complaints and dissatisfaction and come up with resolution/s and escalate to Service Supervisor/Manager if necessary
- Stay up to date with technical issues and training level and provide technical training to technicians
- Ensure high quality of service by setting technical standards and establishing and monitoring KPIs such as first call resolution, backjobs, average response time, average resolution time, etc.
What We’re Looking For:
- College level or graduate of technical vocational course.
- Must be tech savvy
- With experience as a Team Leader or Supervisor of technicians