Technogym

Supply Chain

• Ensure adequate availability of spare parts in country (PIC - Parts in Country) and on site (Service Kits, Service Van stock) as a key driver for field performance
• Size and optimize local spare parts stock using available tools and systems (Stock Rotation Index, Stock Value, No Moving Value, Part Return, Part Scrapping)
• Oversee and act as a key user of the demand planning tools used for Spare Parts stock replenishment
• Ensure solid governance of Parts Order management, maximizing adherence to company processes and procedures
• Contribute to Spare Parts freight and warehousing cost management, implementing actions to drive efficiency
• Contribute to a high level of Inventory Record Accuracy, overseeing periodic stock counts
• Contribute to analyzing stock discrepancies, identifying root causes and defining action plans
• Manage the return of Spare Parts to HQ according to Company processes and procedures
• Support field engineers, the Service Desk and Planning department in back-office activities related to spare part management
• Contribute to the continuous improvement of the supply chain, liaising with the After Sales and Logistic teams at HQ to promptly report feedback and issues

Inventory Control Specialist

Account Executive

• Achieve direct and indirect sales targets for the different lines of business, including Digital Solutions
• Manage inbound interactions (calls, chat, email…) for both B2B and B2C customers, with attention and speed, offering tailored solutions
• Manage outbound activities on customer base and prospects across all lines of business, and engage new contacts in Commercial segments
• Build long-term relationships with customers through value-oriented proposals
• Provide high-quality online assistance, guiding customers to the best product/service
• Handle daily back-office tasks (e.g., quotations, task updates, appointment creations across sales channels)
• Maintain accurate and complete data in the CRM system
• Provide market feedback to improve offerings, process, and services
• Support marketing campaigns and initiatives
• Oversee the process from order to delivery and installation, checking satisfaction and upselling additional products or services where applicable

Inside Sales Representative

Engineer

• Execute jobs in line with defined standard operating procedures
• Achieve field performance (TTS, FTFR and JMR3)
• Manage stock of parts and guarantee a high-level of inventory record accuracy
• Educate customers in the technical use and care of Technogym equipment
• Execute effective root cause analyses of product issues, with the goal of identifying the proper parts to be used and determining the appropriate solution
• Properly manage work orders (i.e. including all requested information based on assigned standard operating procedures)
• Properly manage service reports
• Participate in the feedback from the market process, by giving structured and technically meaningful feedback on detected problems
• Contact customers to notify them of estimated times of arrival
• Escalate problems and reassign calls when appropriate
• Accurately report service data in line with assigned procedures
• Ensure all work-related equipment and vehicles are utilized and maintained safely and responsibly, ensuring all work-related tasks are performed in compliance with Technogym guidelines and appropriate Health & Safety legislation.

Services Engineer

Call Center Representative

• Guarantee timely, complete resolution of problems reported by clients via telephone or email support, by delivering parts and/or scheduling on-site visits by Technical Engineers
• Handle support requests originating from clients and transfer the necessary parts order to the back office
• Guarantee customer satisfaction through professional technical assistance standards in terms of costs, service quality and speed
• Guarantee product data collection from the market
• Manage the collection of feedback data related to products
• Proactively support CATs in order to keep support costs down
• Effectively record and manage incoming cases (technical issues and queries) and customer complaints
• Act as the first-line for troubleshooting and timely escalation to meet customer SLA’s
• Interact with service teams to ensure timely resolution of issues in line with Customer SLA’s
• Maintain data accuracy within the working systems at all times

Technical Call Center Specialist

• Technogym is looking for a Services Engineer who will service our customers across the Philadelphia/South Jersey area.
• Responsible for ensuring complete customer satisfaction by diligently resolving all customer requests relating to the installation and service of our products.
• Execute effective root cause analysis of product issues, with the goal of identifying the proper parts to be used and determining the appropriate solution.
• Execute jobs in line with Customers' Service Level Agreements (SLAs).
• Achieve field performance metrics: Time To Service (TTS), First Time Fix Rate (FTFR) and Jobs Per Machine Repaired in a 30 day period (JMR3).
• Manage stock of parts and guarantee a high-level of inventory record accuracy.
• Educate customers in the technical use and care of Technogym equipment.
• Properly manage work orders and service reports.
• Follow assigned schedule and travel to on-site locations in accordance to SLAs.
• When on field, carry out light maintenance whenever needed and check the equipment to proactively detect issues.
• Always act in a professional and customer-oriented way, collecting full and structured feedback from the field to fully depict our customers' real needs and new sales potential.
• Manage safety issues in person.
• Escalate problems and reassign calls when appropriate.
• Accurately report service data in line with assigned procedures.
• Ensure all work-related equipment and vehicles are utilized and maintained safely and responsibly, ensuring all work-related tasks are performed in compliance with Technogym guidelines and appropriate Health & Safety legislation.
• Provide customers with exceptional customer service and experience.