Apply Job Type Full-time Description

Position Overview:

The Installation Service Specialist/Vendor Compliance Manager will work with and monitor all JHTNA installation providers, providing the necessary training, resources, and oversight required for them to be compliant with all JHTNA installation requirements and to be successful in our pursuit of providing our customers a world-class installation experience. This individual will work with installers in training, on-site at their warehouses, and on the job sites to oversee both the installer's performance and professionalism. 

The Installation Service Specialist/Vendor Compliance Manager will also work with customers and salespeople in a project management capacity, developing individualized installation strategies suited for the jobs they are assigned. The ISS/VCM will ensure that installations are completed to the satisfaction of both JHTNA standards and the customer and, when necessary, inform the Installation Issues team of any parts/product issues that need to be resolved while trying to resolve as many issues as possible while on site.

Responsibilities:

Customer Service:

· Act as installation site manager during customer installation to ensure a satisfactory customer experience during the installation experience. Responsible for managing the installation teams and communicating and coordinating with the customer and necessary departments at headquarters to ensure flawless execution of installs.

· Quickly identify and resolve customer and product quality issues related to product installations. Quick resolution and decision making could prevent large returns and improve our ability to gain future business for the organization.

· Non-resolution of the above could result in large dollar losses for the organization.

· Management of contracted installation teams for planning, coordination and execution of Matrix installations.

· Responsible for fully documented inspection of product installation to ensure product quality meets company expectations. Includes making sure all hardware has been installed to quality expectations and that any installed software is fully operational.

· Responsible for installation vendor compliance and professionalism on job site

Field Service:

· Investigate and resolve equipment issues.

· Perform or manage in-field, warehouse reworks

· Must complete training and certifications as required by Supervisor of Training and Field Technicians and Director of Logistics and Commercial Installations.

· Must attend the required trainings, learn required CRM, OR and other systems, and pass certification on all relevant equipment. 

· Document all training and certification and maintain files.

· Install equipment on site where necessary.

· Follow field testing procedures accurately.

Management Support:

· Work with Director of Commercial Installations & Logistics, Senior Installation Manager and others to develop reportable KPI’s regarding installer compliance and success rates

· Monthly/Quarterly meetings with each Installation partner regarding process compliance and performance

· Develop scheduled, on-going training programs and recertifications for all installation providers

· Provide accurate service reports and metrics to management when requested.

· Monthly meetings with training counterparts within JHTNA. 

· Assist with expansion of nationwide product installation network, including trainings, on-boarding of new vendors, etc. 

· On site management and auditing of third-party installation providers

· Communicate with product managers, assembly managers and field installation teams to assure high levels of quality and design of JHTNA products. 

· Self-Management is key to being successful in this position.

Marginal Job Functions:

· Other 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 role 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 50%)

· 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

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