Field Product Specialist

Who We Are

Tonal is the smartest home gym and personal trainer. It has completely revolutionized the way people work out at home, with its sleek design and advanced A.I. technology. We’ve united a diverse team of experts and decades of research to reinvent strength training, making it more efficient, more effective and more engaging. 

With this in mind, we want to bring that same innovative approach to the workplace. At Tonal, we continue our shift of emphasis by growing our instrumental team. We collectively weave our knowledge and creativity, as we redefine the future of fitness. We are passionate about building products that transform lives, and building teams that transform the status quo. Together, we can be our strongest.  

Overview 

The Field Product Specialist is responsible for setting a high bar for quality installations, tech services, and customer experience nationally. He/she ensures that all defined standard operating procedures (SOPs) are being executed properly by installation and tech service partners. This person also works to improve upon existing SOPs to raise the quality of service and improve upon our customer’s experience. 

What You Will Do 

• Act as Tonal’s Field Operations ambassador both regionally and nationally to our customers and service providers. 

  • Field inbound calls on the Installer Support Hotline and provide real-time direction and troubleshooting guidance on installations and repairs.

  • Improve in-home customer satisfaction (CSAT) and Net Promoter Scores (NPS) for the installation process and any other tech services 

  • Complete installations and repairs for VIP customers and escalations, ensuring customer satisfaction and trainer functionality.

• Be a Tonal ambassador in our customers’ homes by conducting a product introduction and demonstrating an in-depth understanding of product functionality

• Actively support installation teams in both individual and group environments through onboarding, development training, and coaching 

• Support the development of scorecards for use in evaluating delivery and installation execution 

• Conduct regular reviews with appropriate operations management and external logistics partners to share intelligence and insights gathered from the field 

• Participate in analysis and corrective action for any service that may have led to a poor customer experience or posed a safety risk 

• Create and maintain detailed time-based activity mapping against defined installation and repair operating procedures by auditing data and service providers' activities.

• Conduct installation ride-behinds in assigned geography to ensure adherence to those time-based installation SOPs 

• Act as a resource to our installers about their questions concerning installation procedures, safety procedures, and company resources; ensuring installation procedures and other documentation are clear, repeatedly communicated and observing adherence to and deviations by installers 

• Pilot and develop documentation for recommended tools and trial new service techniques and tools before wide-scale recommendations and adoption 

• Attend the delivery and installation of product and improve SOP and supporting documentation consistent with observations of deviations from SOP and improvements to SOP developed by installers 

• Monitor SOP adherence levels across regions/geographies and influence the allocation of work to installer partners based on performance with our Last Mile Logistics partners 

• Develop and maintain open lines of communication to ensure the feedback loop required for continuous process improvement 

• Maintain a close working relationship with the Tonal Care team to ensure consistent and engaged support of the Customer Experience. 

• Consider costs and budget for each activity and provide input for cost-saving measures

• Work with the Customer Care Team to proactively determine the most appropriate visit to maximize NPS. 

Who You Are 

• A highly ethical leader who projects confidence and customer empathy 

• 1-2 years experience installing Consumer Electronics or Appliances in residential homes 

• Must be 21 years of age and have a current, valid driver’s license with a clean driving 

• record (no convictions in the last 3 years of DUI, leaving the scene of an accident, and no more than 2 moving violations or accidents). 

• Must be willing to travel 50-80% including some nights and weekends across US locations 

• Good communicator with some basic technical skills to explain Tonal trainer usage