Global Technical Product Support Specialist
Life Fitness

Job Info

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Join us as we empower the world to work out, creating healthier lives together.

About the Opportunity:

DEPARTMENT: Global Technical Product Support (SSC)

POSITION: Global Technical Product Support Specialist

LOCATION: Franklin Park, IL, USA

REPORTS TO: Sr. Manager Global Technical Product Support

Join us as we empower the world to work out, creating healthier lives together.

About the Opportunity

You serve as a member of a dynamic team that provides technical support, quality support, new Product Development & Introduction, Learning & Development as well as Knowledge Management to all direct and indirect business units within Europe, Middle East, Africa, Asia, Pacific, Latin and North America on the complete Life Fitness product portfolio. This position will focus primarily, but not exclusively, on Product Development and Americas Technical & Quality Support.

The GTPS Team's key focus is to support the frontline install and service teams around the globe. As a member of this team, you'll be part of a globally located, hard-working, flexible, DIY, eager to learn, non-nonsense, humble but assertive and humorous group of people.

**this is a hybrid position based out of our Franklin Park, IL location - M/F remote and T-Th are in-office collaboration days** #LI-Hybrid

PRINCIPLE RESPONSIBILITIES

Product Development

• As functional lead for Product Install and Service, co-handle new product projects from start to launch, to ensure products are developed with installability and serviceability in mind.
• Actively participate in New Product Development (PACE/PDP) Core Team meetings.
• Attend live installability & serviceability sessions to review the actual products.
• Organize spin-off meetings to handle and complete functional specific PACE tasks and updates.

Technical & Quality Support

• Manage the daily 3rd line Technical Product Support towards all local 2nd line Install & Service Specialists within the global entities, with a focus on the Americas (Latin and North America) time zone.
• Control and escalate all technical field queries by analyzing, troubleshooting, and prioritizing until successful closure.
• Serves as intermediary between the local technical teams and functional subject matter experts within Engineering, Manufacturing, Product Management etc.
• Share responsibility to handle any Quality related subjects towards the install & tech teams.
• Lead periodical meetings with regional 2nd line Support counterparts.
• Develop and publish product knowledge through the global Product Knowledge Base.

QUALIFICATIONS (KNOWLEDGE, SKILLS, EXPERIENCE & EDUCATION)

• Associates/Technical Degree in IT, Electronics or related field or an equivalent combination of education and experience
• 5 years in a Tech Support/Engineering Support or equal environment
• Experience in IT/IPTV (network/Infrastructure), AV and TV/antenna technology, as well as general Electronics, Electrical and Mechanics
• Tech Savvy: wants to stay up to date with latest technologies within the industry and beyond
• Very Strong in Technical Analytic Troubleshooting
• Hands-on DIY mentality
• Strong analytical and organizational skills
• Ability to prioritize workload to meet time constraints and deadlines in a fast-paced environment
• Must be approachable and available
• Proficient in Microsoft Office applications as well as other online platforms (Ticketing, Knowledge Base, Apps)
• Strong written and oral communication skills in English (Spanish/Portuguese is a pro)
• Willingness to travel up to 25%
• Experience in international environment is an advantage
• Experience as Technical Trainer is an advantage.

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.

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