1+ months

Service Support Preventative Maintenance Agent

Johnson Health Tech North America, Inc.
Cottage Grove, WI 53527
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Under the direction of the Senior Director of Customer Care and the Supervisor of Service Support, this position creates, catalogues, and executes Preventative Maintenance (PM) agreements for JHTNA customers and additionally assists the Service Support team when workload permits. Relies on limited experience and judgment to plan and accomplish goals. This is a non-supervisory position. Works under general supervision.

Create, catalogue, and execute current and future PM agreements for JHTNA customers:

Work closely with Sales team to create/extend PM agreements for customers

Work closely with Accounting team to ensure proper billing & payment for PM agreements

Work closely with Service team to arrange PM visits from certified technicians

Respond to external & internal requests daily via Email & Phone

Maintain database of current & upcoming PM agreements

Create and follow PM dispatches to completion, to ensure done in a timely manner

Process labor credits and invoices for payments to Service Providers for PM visits

Additional Service Support tasks as needed:

Assist in entering tech notes from Service Providers (SP's) in the database

Assist in processing labor credits and invoices to SP's for warranty service visits

Keep all Service Provider information/documents on file up to date

Investigate situations where SP did not do the work assigned and resolve situation

Work with SP's to get them set up in Online Remedy processing work orders and claims through database

Ability to guide SP's through work order, claim, and parts order process on database

Work Practices and desirable traits:

All Paperwork and database entries filled out completely and accurately

Able to prioritize tasks

Detail orientated

Excellent listening skills and Customer Service Skills patience, assertive but not aggressive, able to handle escalated situation

Keep your work environment 5S

Be on time for your scheduled workday

Technical Training:

Learn the basics of equipment troubleshooting to further assist ISP's on the phone

Marginal Job Functions:

Other projects as assigned


High school diploma or equivalent


Prefer two years of previous experience working in a call center, customer service or in the fitness industry

Good working knowledge and experience with Microsoft Office Suite

Excellent written and verbal communication skills

Ability to analyze and solve basic problems


The successful candidate should possess the following skills/attributes:

Exceptional communication skills, both on paper and in person

Excellent organizational skills with the ability to simultaneously handle multiple projects

Strong sense of initiative, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary

Flexibility and willingness to work in situations of flux and in a fast-paced environment

Strong computer skills in all Microsoft Office programs, including PowerPoint

Unwavering attention to detail and commitment to world-class quality

Ability to embrace deadlines

Ability to analyze and solve basic problems

Ability to establish and maintain effective working relationships with diverse group of co-workers, customers and vendors


We offer an excellent compensation package and team-oriented work environment with growth opportunities.

Some of our outstanding benefits include:

Health & Dental Insurance

Company paid Life Insurance


Paid Time Off benefits

Free access to our state-of-the-art onsite workout facility

Product discounts

Wellness programs


Posted: 2020-10-26 Expires: 2020-11-27

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Service Support Preventative Maintenance Agent

Johnson Health Tech North America, Inc.
Cottage Grove, WI 53527

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