Product Support Technician - Precor, Incorporated : Job Details

About the RoleThe Product Support Technician is responsible for answering all requests from internal and external customers about technical issues for Precor products. Incumbent will be responsible for diagnosing technical customer issues and providing associated resolution for ultimate customer satisfaction. This role is in a call center environment on a phone queue taking an average of 40-50 inbound calls per day.This position involves a high degree of technical aptitude and professionalism. Incumbent may also be cross-trained in other related departmental positions. This role involves high degree of interaction with end customers (club owners, managers, maintenance staff, installation and repair partners), service providers and dealers. This position involves interaction with External Sales, Internal Sales, Accounting, Operations and Shipping. Pro-active follow up, attention to detail, customer service and professionalism are essential factor for success in this role.This is a hybrid role, working at Precor HQ two days per week.Responsibilities Participate in team meetings & support process changes with relevant data. Provide technical assistance to internal and external customers using both oral and written communication skills. This includes diagnosing the problem and assisting the customer with possible solutions. Maintain contact with customer accounts and end-users through phone contact, email, faxes and written correspondence. Explain and administer company policies and procedures pertaining to customer service (e.g., warranty policy, parts credit, return policy, etc.) Communicate effectively with internal customers (within Customer Support and other appropriate departments) on the status of current field issues, and assist in determining corrective action to ensure Precor customer satisfaction. Collect warranty information and data to ensure proactive approach to potential field issues. Consult with management to review process changes and implementation plans. Track job functions to properly ascertain capacity. Assist customers with part orders through an on-line computer system. (This includes data-entry of customer numbers, part numbers, quantity, etc.) Assist customers in the identification of required parts using product diagrams, bills of materials and schematics. Actively pursue continuous improvement to meet or exceed customer needs. Condense data for analysis and reporting purposes. Participate in new processes to help the company achieve revenue, profitability, and market share targets through increased efficiencies. Assist with special projects as needed. Qualifications Associates degree in electronics, Technical School Degree or equivalent technical training Updated November 3, 2023 3+ years customer service experience-working within a call center environment and/or applicable technical experience required. (e.g. actual repairs of electro-mechanical equipment at customer locations). Experience presenting a professional and congenial phone manner (e.g. proper tone, appropriate vocabulary, correct pace, etc.) Knowledge of and ability to read electromechanical schematics. Experience with a variety of computer programs at an advanced level (Word, Excel, Outlook, Internet, etc.) Keyboarding skills of 45+ words per minute. Familiarity with a fast-paced environment that has a high volume of phone calls, email, and a consistent work load. High proficiency of organizational & multi-tasking skills. Pay Range: $28.00 to $34.00 per hourThe pay range represents the low and high end of the anticipated pay range for this position based at our Woodinville, WA headquarters. The actual pay offered for this position will depend on numerous factors including individual performance, business objectives, and if the location for the job changes. Our pay is just one component of Precor's total rewards strategy that also includes region-specific health and welfare benefits. As an organization, one of our top priorities is to maintain the health and well-being of our employees and their families. To achieve this goal, we offer robust and comprehensive benefits including: Medical, dental and vision insurance Generous paid time off policy Short-term and long-term disability Access to Employee Assistance Program; including access to mental health services 401(k) including employer match Pet insurance and so much more! About PrecorPrecor is known for developing and manufacturing the most innovative and reliable commercial fitness equipment on the market. With over 40 years of empowering exercisers, trainers, business owners, and operators alike we take pride in offering world-class fitness solutions across over 13,000 facilities and 100+ countries. We sweat every detail to bring best-in-class product solutions into commercial facilities, meeting exercisers wherever they are: at work, at school, in the gym, or on the road. Precor is an equal opportunity employer and committed to creating an inclusive environment for all our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you would like to request an accommodation regarding the application/interview process or are having difficulty using our website for application purposes, please contact: [email protected]