Installation Services Specialist

Fully Remote • Nationwide, CA • Operations

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Job Type

Full-time

Description

Position Overview:

The Installation Service Specialist (ISS) will oversee and facilitate the installation of our fitness equipment at customer locations, ensuring a smooth and professional experience. This role serves as the key point of contact for customers, ensuring installations meet their expectations and our high-quality standards. The ISS will work closely with installation teams, monitoring their performance, professionalism, and adherence to company guidelines. Additionally, this role will support product training efforts as needed and coordinate with our CTS department to arrange the shipment of replacement parts or products if issues arise on-site.

Responsibilities:

Customer Service:

· Act as the on-site project manager during fitness equipment installations, ensuring a smooth and satisfactory customer experience. Manage installation teams, communicate with customers, and coordinate with headquarters to ensure flawless execution.

· Quickly identify and resolve equipment-related issues that arise during installation. Prompt decision-making can prevent costly returns and enhance future business opportunities.

· Manage contracted installation teams for planning, coordination, and execution of Matrix fitness equipment installations.

· Conduct thorough inspections of installed fitness equipment to ensure compliance with company quality standards, including verifying that all hardware is properly secured and that any installed software is fully operational.

Field Service:

· Troubleshoot and resolve fitness equipment issues on-site.

· Complete all required training and certifications related to fitness equipment installation and servicing, as directed by the Supervisor of Training and Field Technicians and the Director of Logistics and Commercial Installations.

· Master and utilize CRM, OR, and other systems for tracking installations and service calls.

· Install fitness equipment as needed to ensure customer satisfaction.

· Follow established field testing procedures to verify that equipment is fully operational.

Management Support:

· Provide detailed service reports and metrics to management as needed.

· Participate in monthly meetings with training counterparts within JHTNA.

· Assist in expanding the nationwide fitness equipment installation network.

· Conduct on-site audits and management of third-party installation providers to ensure adherence to company standards.

· Communicate with product managers, assembly managers, and field installation teams to maintain high-quality standards in the design and installation of JHTNA fitness products.

· Train third-party vendors on proper fitness equipment installation procedures.

· Maintain strong self-management skills to succeed in this role.

Marginal Job Functions:

· Assist with additional projects as assigned.

Requirements

Education:

· High school diploma or equivalent required

· College degree in related field preferred

· Additional training in customer service and the commercial fitness industry or combination of education and experience preferred

Experience:

· 2-3 years’ experience in a technical support or service preferred

· Experience in technical and mechanical problem solving preferred

· Working knowledge of commercial fitness industry preferred

Other Requirements:

· Experience with Microsoft Office suite

· Public speaking skills to large audiences

· Local, national, and international travel (up to 75%)

· Valid credit card

· Valid drivers’ license

· Valid passport

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities.Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs

EOE/M/W/Vet/Disability

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Salary Description

$71,500-$77,000 annually, based on experience