About the Role
 
As a key member of Precor’s Customer Experience team, you will play an essential role in ensuring our commercial fitness equipment is both service-ready and continuously improving in performance and reliability. You’ll develop strong cross-functional relationships with teams across Product Quality, Engineering, Global Service, and New Product Development, becoming a subject matter expert (SME) on Precor’s customer experience processes and product. As the voice of the Customer Service team in new product development initiatives, you will advocate for serviceability and ensure support infrastructure is in place prior to launch—helping to maintain Precor’s reputation for reliability, innovation, and customer satisfaction.
 
In this role, you will analyze service data using platforms to detect trends in product performance, identify emerging issues, and support data-driven decision-making. Leveraging your electro-mechanical troubleshooting skills, you’ll support root cause analysis and corrective action planning in partnership with Product Quality Engineers. You’ll also contribute to the creation and refinement of service documentation tools, ensuring field technicians and service partners are equipped with the resources they need to quickly and effectively resolve issues.

 

Responsibilities

  • Work collaboratively with Tier 1 and Tier 2 support teams to deliver advanced technical support for designated product line.
  • Establish and maintain comprehensive dashboards to monitor various performance metrics, including service requests, parts ordered, failure rates, and first-time fix results.
  • Leverage data analysis to identify trends and opportunities for enhancing the service performance of assigned product line, providing actionable recommendations to the business.
  • Act as a representative of the service department in New Product Introduction (NPI) meetings, offering valuable insights to ensure optimal serviceability of new products.
  • Conduct thorough serviceability reviews to assess and enhance the efficiency of servicing your designated product line.
  • Analyze service failure data to determine root causes, prioritize parts needs, and recommend improvements to documentation and service processes.
  • Collaborate cross-functionally to ensure timely resolution of service issues and the implementation of service enhancements.
  • Support Service Optimization Manager-led projects aimed at improving the overall efficiency and effectiveness of the service department.
  • Work effectively with Customer Service personnel, Product Quality Engineers, Manufacturing, and Finance to efficiently detect, resolve, and prevent product issues.
  • Participate in the management of Precor’s warranty process.
  • Develop short term and long term “one-voice” excerpts for customer facing members of the CS organization.
  • Function as a single point of contact for updates on customer-impacting product issues.
  • Create and maintain customer service BOMs and exploded views.
  • Provide training topics to the Training team based on new product development and quality reports.

 

Qualifications

  • Bachelor degree in a related field 
  • 3+ years Customer Care experience in a technical environment
  • Experience in fitness equipment or consumer electronics industry
  • Electro-mechanical troubleshooting
  • Familiarity with service documentation tools and platforms
  • Data visualization and dashboarding experience 
 
Preferred Qualifications
  • Software development or testing experience a plus
  • Media/TV turner and standards familiarity
  • Networking knowledge 

 

Pay Range: $32.00 to $36.00 per hour 

 

The pay range represents the low and high end of the anticipated pay range for this position based at our Woodinville, WA headquarters. The actual pay offered for this position will depend on numerous factors including individual performance, business objectives, and if the location for the job changes. Our pay is just one component of Precor’s total rewards strategy that also includes region-specific health and welfare benefits. 

 

As an organization, one of our top priorities is to maintain the health and well-being of our employees and their families. To achieve this goal, we offer robust and comprehensive benefits including:  

  • Medical, dental and vision insurance 
  • Generous paid time off policy 
  • Short-term and long-term disability 
  • Access to Employee Assistance Program; including access to mental health services 
  • 401(k) including employer match 
  • Pet insurance and so much more!   

 

About Precor

Precor is known for developing and manufacturing the most innovative and reliable commercial fitness equipment on the market. With over 40 years of empowering exercisers, trainers, business owners, and operators alike we take pride in offering world-class fitness solutions across over 13,000 facilities and 100+ countries. We sweat every detail to bring best-in-class product solutions into commercial facilities, meeting exercisers wherever they are: at work, at school, in the gym, or on the road. 

 

Precor is an equal opportunity employer and committed to creating an inclusive environment for all our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you would like to request an accommodation regarding the application/interview process or are having difficulty using our website for application purposes, please contact: HR@precor.com  

 

 

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