Responsibilities
- Lead advanced in-home installations and resolve escalated service issues, prioritizing customer satisfaction through professional service delivery
- Deliver expert technical support through a dedicated hotline, focusing on diagnosing and resolving complex field problems
- Perform in-depth field audits and create corrective action plans to enhance adherence to service and installation procedures
- Act as a representative of the brand during home visits, providing detailed demonstrations of equipment features and capabilities
- Collaborate with operations leaders and cross-functional groups to detect inefficiencies and design scalable process improvements
- Evaluate field performance data to detect patterns, risks, and opportunities for enhancing service quality
- Lead testing of new tools, hardware updates, and operational workflows; document results and share insights across teams
- Support the development and ongoing refinement of training resources, standard operating procedures, and field guides
- Train, guide, and support entry-level technicians and external service partners
- Oversee field activity budgets and support initiatives to reduce operational costs
- Enforce compliance with safety standards, company policies, and best practices for customer engagement
Work Arrangement
On-site
Who We Are
We build intelligent fitness technology designed to make workouts more effective and accessible. Our team combines innovation, design, and expert content to transform how people engage with fitness. We are driven by purpose, creativity, and a vision to set new benchmarks in health and wellness.
Who You Are
3–5 years of experience in field operations, technical service, last-mile delivery, or similar roles; proven ability to diagnose and resolve complex technical issues with a focus on root cause and sustainable fixes; strong communication and interpersonal abilities with a customer-first approach; technically proficient with connected devices, mobile applications, digital tools, and documentation systems; highly organized with excellent time management; proactive problem solver with a bias for action; willing and able to travel up to 80%, including evenings and weekends; holds a valid U.S. driver’s license with a clean record; comfortable and professional when working in customer homes; passionate about fitness, wellness, or health technology innovation
Nice to Have
Background in home fitness, smart home technology, or consumer electronics; familiarity with platforms such as Salesforce or Google Workspace; knowledge of wall mounting, basic construction, or home improvement practices; bilingual (Spanish) or multilingual skills are an advantage
Other
- Up to 80% travel required
- Travel may include evenings and weekends
- Valid U.S. driver’s license with clean driving record required
- Must be comfortable working in customer homes with professionalism and discretion
- Accommodation requests can be submitted to accessibility@tonal.com
- We value diversity and are committed to inclusion in all aspects of employment
