Operations Coordinator, Field Failure Analysis at Tonal
Toronto, Ontario, CA

Who We Are

Tonal has built the world’s most intelligent fitness system that is changing the way people work out at home. Tonal is a fresh approach to fitness that leverages hardware, software, video content, and artificial intelligence. Everyone who’s used our product, from professional athletes to fitness enthusiasts, has fallen in love.

At Tonal, we are applying our collective knowledge and creativity to reimagine fitness. We know firsthand that too many hurdles stand between each of us and our fitness goals. Drawing on decades of research and a diverse team of experts, we have created the most advanced strength training system available that makes working out more efficient, effective, and engaging. 

We're passionate about building products that transform people's lives. 

Overview

Tonal is looking for an Operations Coordinator to support advanced troubleshooting and field failure analysis (FFA). This role serves as a Subject Matter Expert (SME) to support the Care, Engineering, Operations, and Service teams by providing information to drive continuous improvement initiatives. This role requires a forward thinker and team player who has an uncompromising work ethic while also possessing appreciation for quality and process. You advocate for the Tonal Community and the health of the business by calling attention to the most impactful and urgent quality issues.

What You Will Do

Develop a deep expertise in Tonal; we drive Customer Satisfaction through efficient and accurate information. You will be the Subject Matter Expert in troubleshooting, including capturing and triaging escalations

Deliver high-quality work, take issues on as your own, and commit to ongoing learning and development

Collaborate cross-functionally with Engineering and Operations teams in order to provide visibility on current incidents or bugs to help drive improvements and resolutions

Document, establish, and transfer troubleshooting knowledge to the wider Care team

Mitigate product issues by:

Categorizing issues that may not already be addressed through normal reporting

Identifying trends in knowledge gaps with frontline Customer Advocates; making sure teammates have the most accurate and comprehensive troubleshooting steps

Tracking high priority returns for failure analysis and closed-loop feedback to all teams involved

Speak with Customers in person, over the phone, across social channels, and in email. Everyone on our team works directly with Customers to maintain workflow proficiency and stick close to the Community

Contribute to company documentation, including but not limited to: Installer/Technician manuals, articles for internal and external knowledge bases, and feedback reports

Work proactively and efficiently, identifying issues and researching solutions to offer a recommendation

Identify workflow gaps that may put data accuracy at risk. Partner across the team to improve data capture, including contact capture data with issue/resolution matrix

Partner with other Tonal analysts, partners, and vendors to improve cross-functional understanding of data definitions and needs

Identify risks to Customer Experience based on data trends and escalate awareness. Advocate for what you see as priorities

Cover flexible hours. This position includes some on-call work, including nights and weekends

Who You Are

3-5 years of experience in service & repair or technical support with demonstrated Customer Service skills. You enjoy helping others and you believe the Customer is always right

A hardware enthusiast. You regularly fix up cars or take computers apart - or both! You like knowing how things work, and you understand how one theory might apply to many settings

You like software, too! You keep up with the latest tech and you’re generally the person to fix the WiFi

Process-oriented. You commit to executing against established workflows and communicate clearly when the unexpected arises

Working under pressure comes as second nature; you excel at navigating gray areas

A strong communicator with a commitment to quality

Solution-oriented. You take ownership of issues and work with a methodical approach

Punctual

Extra Credit

You have a car/truck regularly available to you

You have worked in a start-up environment previously

Familiarity working with CRM or ERP systems

Previous call center experience

Previous shipping/logistics experience