Provide leadership / manage the service & maintenance of Freemotion fitness products internationally. Identify and analyze product/equipment failure trends throughout the product life cycle, along with sources of customer dissatisfaction, to determine root cause and take corrective actions to ensure customer brand loyalty. Work cross functionally to ensure all activities/projects for key, strategic and escalated accounts are being completed on time and to customer’s full satisfaction. Recruit, manage and evaluate 3rd party network of Service Technicians from receipt of work order to closure. Mentor service providers on technical and interpersonal skills as well as company policies and procedures. Work cross functionally with Quality Department to identify equipment problems and develop rework procedures.

Communicate internal knowledge of the commercial grade products to international offices, the dealer network and consumer. Responsible for the support of the products sold internationally and manage the customer support departments in the foreign offices with authority in making decisions impacting the service provided globally. Work closely with the Engineering and Quality organization to learn trouble-shooting techniques, diagrammed drawings and product solution to establish an action plan for the foreign direct operations and dealers to continue to provide Best-in-Class customer service worldwide. Attend and oversee trade shows in the USA, Germany, Brazil and Mexico.

Consult with customers to assess needs, process orders and provide customer service and technical support by identifying and resolving equipment problems. Liaison between the engineering department and wholly owned subsidiaries outside the US, working particularly close with our subsidiary in the UK, Singapore, Spain and Germany to ensure technical information, customer feedback, interaction with the direct operations are being effectively communicated and exchanged between engineering and Europe/Asia. Assist in implementing parts of a new ERP system for the European subsidiaries.

Responsible for all technical communications with Start Trac European and Asia regions. Weekly technical conferences to relay changes and ensure consistency in other regions. Technical escalations and conduit into engineering of issues raised in Star Trac international regions. New product readiness, training, support model, parts strategy etc. for product launched outside the US. Management of Star Trac escalation reporting and actions plans associated. Project and program management of special; technical projects related to product improvements, safety issues and sustaining engineering of legacy products. Key account management of technical issues for larger customers and distributors outside the US. Training strategy and delivery for new product launches outside the US in Star Trac international operations.

Lead the service department, including supervising field technicians and customer service personal within the Munich based office. Report product related issues to the management in the European/US headquarters and push for improvements. Increase customer satisfaction and drive revenues for the Star Trac organization by working closely with the sales managers. Consult with customers to assess needs, process orders, and provide friendly assistance and support. Maintain a full inventory of spare parts and supplies. Supervise, motivate, and train staff.