Field Operations Product Technician

Salary: $77K - $82K Location Type: Remote Employment Type: Full-Time

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Who We Are

Tonal is the world’s most intelligent fitness system—built to help people train smarter, not harder. With innovative technology, sleek design, and expert-led content, we’re redefining the future of fitness. We’re a team of doers, creators, and big thinkers committed to building products and experiences that transform lives. At Tonal, we don’t just raise the bar—we establish a new one.

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What You’ll Do

As a Field Operations Product Technician, you will play a pivotal role in ensuring operational excellence across our installation and service network. Drawing from your experience in technical field operations, you’ll independently oversee complex installations, troubleshoot escalated issues in real time, and drive continuous improvement in our processes. You’ll serve as a key liaison between field teams, internal stakeholders, and external service providers, giving critical insights that inform decisions and product evolution.

This is a high-impact role ideal for a self-starter who thrives in fast-paced environments and is passionate about delivering top-tier customer experiences.

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Key Responsibilities

• 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.

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Who You Are

• 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.

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Company Culture

At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We don’t just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. We’re dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what