At Tonal, we're building products and experiences that transform lives. As a Field Operations Product Specialist, you'll play a pivotal role in ensuring operational excellence across our installation and service network. You will oversee complex installations, troubleshoot escalated issues, and drive continuous improvement in our processes.
What You'll Do
- Lead complex or escalated in-home installations and service visits, ensuring customer satisfaction through exceptional service
- Provide expert-level support via the Technician Support Hotline for field-related technical issues, such as advanced troubleshooting
- Conduct detailed field audits and develop action plans to improve compliance with installation and service SOPs
- Represent Tonal as a brand ambassador during in-home customer interactions, offering in-depth walkthroughs of trainer features and functionality
- Partner closely with Field Ops leadership and cross-functional teams to identify process inefficiencies and implement scalable solutions
- Analyze field data to proactively identify trends, challenges, and opportunities for service improvement
- Drive pilot programs for new tools, hardware iterations, or operational procedures; document and share findings with relevant teams
- Maintain and contribute to the continuous improvement of training materials, SOPs, and field documentation
- Provide training, mentorship, and support to junior technicians and third-party service providers
- Manage field activity budgets and contribute to cost-optimization efforts
- Ensure compliance with safety protocols, Tonal policies, and customer interaction best practices
What We're Looking For
- 3–5 years of experience in field operations, technical installation, last mile, or service delivery roles
- Skilled in diagnosing and resolving complex field issues with a focus on root cause and long-term solutions
- Excellent interpersonal and communication skills, with a customer-first mindset
- Strong technical acumen; comfortable with connected hardware, digital tools, mobile apps, and documentation systems
- Highly organized and proactive with strong time management skills
- Attacks problems head on and has a bias for action
- Willing and able to travel frequently (up to 80%), including evenings and weekends when needed
- Valid U.S. driver’s license with a clean driving record
- Comfortable working in customer homes with professionalism and discretion
- Passionate about fitness, wellness, or health-tech innovation
Nice to Have
- Experience in the home fitness, smart home, or consumer electronics industry
- Working knowledge of tools like Salesforce, Google Workspace, or related platforms
- Familiarity with wall related installations, basic construction, or home renovation principles
- Bilingual (Spanish) or multilingual a plus
Work Mode
This is a local-country position based in the United States.
Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity.
