Technical Service Supervisor (Technogym)

About the Role:
The Technical Services Supervisor will lead the service operations for Technogym, ensuring efficient technical support for both internal teams and external customers. This role is responsible for overseeing field technicians and installers, resolving technical concerns, and continuously improving service KPIs. The ideal candidate will have strong technical expertise, leadership experience, and a passion for customer satisfaction.

Key Responsibilities:
Main KPIs: First Call Resolution, Backjob Rate, Average Response Time, Average Resolution Time

Service Operations
Provide onsite or online technical support to field technicians and customer service teams.
Review service reports and proactively schedule necessary follow-up calls.
Respond to client concerns and technical inquiries in a timely and professional manner (via phone or email).
Identify recurring product or service issues and escal...