Join us as we empower the world to work out, creating healthier lives together.
About the Opportunity:
PRIMARY RESPONSIBILITIES
The Regional Manager will coordinate the activities and responsibilities of Field Service Technicians, Independent Service Operators (ISO), and field support roles within a specified region to ensure that all Field Technicians meet the Customer Service, Productivity and Revenue/Profitability criteria as detailed by the published annual objectives.
PRINCIPAL ACCOUNTABILITIES
•Manage direct Field Service Technicians within an assigned territory. Manage additional service support functions such as directed.
•Coordinates the activities of all Field Service Technicians within assigned region (direct Life Fitness technicians and third-party servicers) in the field as required to keep all Life Fitness equipment in proper operating condition by providing best in class service in the field.
•Align with key customer accounts in assigned region to ensure successful field service operations as defined by company-driven metric and customer experience benchmarks.
•Coordinate field activities with Life Fitness sales representatives in defined region to promote company goals and sales department objectives.
•Define and set strategy and resource allocation within defined region for Field Services.
•Direct oversight of independent service operators within region. This includes evaluating performance of independent service operators, recruiting, and building partnerships and quarterly analysis of region to determine resource allocations for direct Tech and ISO's.
•Responsible for driving results by managing and defining field service KPI's such as, customer response time, first time fix rate, time to close, work volume, and productivity.
•Responsible for handling escalations within the Service organization and providing swift resolutions for internal and external customers.
•Bi-annual field travels with direct technicians to ensure proper business practices are followed and to provide coaching and feedback. Field travel with ISO's as needed.
•Provide feedback on product issues from the field. Works closely with engineering and product support to resolve quality or design issues at a high level.
•Promote the selling of Customer Service contract, service parts, marketing programs and associated sales promotions.
•Inventory control management for field service technicians that optimizes tech inventory to support first time fix rate and customer response time. Including ISO audits physical inventory counts 1X per year as directed.
•Ability to run and analyze reports for assigned region that align with company metrics and overall business focus.
•Responsible for fleet management within assigned region
•Manages department operating budgets and P&L for assigned territory.
•Responsible for driving and administering employee safety programs and awareness for assigned region.
•Performs all other duties as required.
REQUIREMENTS:
EXPERIENCE
•3-5 years' experience in a Field Service operation in lead or manager role.
•Demonstrated leadership abilities within a Field Service Department both technically and supervisory. Experience in testing, calibrating and repair of electronic and mechanical equipment.
•Success field service background providing high levels of customer service, productivity, and revenue generation.
•Proficient P.C. skills, including extensive background with word processing and spreadsheet programs. Familiarity with Oracle preferred.
EDUCATION
•Bachelor's degree or equivalent work history required.
Want to take the next step in your career?
Life Fitness takes pride in our talented employees and believes in providing opportunities for further growth and advancement. We encourage you to test your strengths, push your limits, and unleash your potential. If you feel the position is right for you, we invite you to apply. We'll work with you closely to support you throughout the hiring process. If your CV/ resume shows that your skills and experience have synergy with the job description, then we'll hop on a call to get to know you and your experience and discuss the position in more detail. If it's not the right opportunity this time, we'll always let you know.
Life Fitness is an affirmative action-equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply. Life Fitness complies with all applicable federal, state, and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state, or local laws.
There continues to be a significant increase in phishing attempts across all industries where fraudsters are impersonating real employees and sending fictitious job offers to applicants in a scheme to obtain sensitive information. Please note that Life Fitness will never ask for your financial information at any part of the interview process, including the post-offer stage, and will only correspond through "@lifefitness.com" or "@indoorcycling.com" domain email addresses or "lifefitness@myworkday.com" for U.S. opportunities.
Life Fitness does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors.