Robert Garfield Email and Phone Number

Work directly with customers and service provider personnel via e-mail and phone to troubleshoot product issues and support new installations in a timely and efficient manner. Provide technical assessment of product issues in the field to determine what components, if any, should be repaired or replaced. Work directly with SP firms to schedule and support customer visits. Provide on-site product repair and installation services as needed for high visibility accounts. Maintain case information in ZoHo CRM. Create both written and digital field service guides and installation content for customers and service technicians. Field Service Technician –Provided local onsite support for customers who submitted a warranty request for parts needing to be replaced on their Expresso bike.

Customer Service Engineer -Work directly with customers and service provider personnel via e-mail and phone to troubleshoot product issues and support new installations in a timely and efficient manner. Provide technical assessment of product issues in the field to determine what components, if any, should be repaired or replaced. Work directly with SP firms to schedule and support customer visits. Provide on-site product repair and installation services as needed for high visibility accounts. Maintain case information in Sage and ZoHo CRM. Create both written and digital field service guides and installation content for customers and service technicians. Field Service Technician –Provided local onsite support for customers who submitted a warranty request for parts needing to be replaced on their Expresso bike.All In One PC Technician -Identify and replace components that were internally damaged in the PC. Worked with Hardware and Software Engineers to improve the PC's sustainability.Incoming Quality Control – Inspect and consistently process bikes that come from the manufacture. Monitor production operations to confirm that the components and product is assembly correctly. Perform the necessary repairs that exceeds the company standards before the product reaches the customer. Shipping and Receiving – Print packing slips, labels. Package parts needed for shipment. Inspect RMA parts that are returned and repair if necessary.

Routing/Dispatch Supervisor -Dispatch work orders electronically to selected technicians at the most economical cost for the company. Provide support for call center projects according to established company policies and procedures, consistently maintaining departmental standards. Parts Management /Escalation Invoicing -Keep an ongoing spreadsheet of outstanding parts pulled from ITI's portal that technicians still need to return to ITI or their vendors. Provide assistance to technicians and territory supervisors with any part return issues. Obtain assistance from shipping companies that may not reflect through ITI's API. Tech Management -Recruit independent contractors and repair shops by advertising ITI on numerous service platforms. Conduct webinars to instruct technicians on the proper procedure of the work order process before and after the on-site service is completed.Collect data from past work orders and generate the information through a mapping tool used to determine areas that best fulfill a technician’s coverage.Customer Service Representative - Provide support to new and current customers on status of their work order. Provide price quotes for potential customers that may have interest in ITI’s on-site service.

Proficient at assembling interactive stationary workout products while maintaining consistency with quality standards, troubleshoot interactive fitness equipment and Windows based PCs