Service & Repair Field Support Manager
Company: Disability Solutions
Location: Plano
Posted on: October 19, 2024
Job Description:
ABOUT THE ROLE Peloton is seeking a Field Support Manager for
its Service & Repair team. The successful candidate will play an
integral part in achieving the Service & Repair team goal of
perfect member satisfaction through a seamless repair experience.
As a Field Support Manager, you will serve as a subject matter
expert that works across internal and external teams to
continuously improve the repair experience for our members. In this
role, the successful candidate will leverage data to identify areas
of opportunity to improve the experience provided by Global Member
Support, Final Mile, and Service & Repair to ensure all members
have a seamless repair experience from start to finish. The ideal
candidate will have advanced analytical skills and proven people
leadership skills to drive performance of a team of passionate
hourly associates. You will focus on identifying gaps in people,
process, and tools, to provide clear resources and models for the
Field Execution Manager(s) to utilize to drive performance of our
3PL repair providers while sustaining process improvements working
in tandem with the extended post sales support team. You will
anticipate factors that may impact the member experience and in
partnership with the Service & Repair leadership team, implement
strategic initiatives to drive the member experience while leading
a team of specialists who interact with 3PL repair technicians,
delivery personnel, and Member Support agents to provide real time,
in the moment support YOUR DAILY IMPACT AT PELOTON
- Utilize data to identify gaps and opportunities for improving
our overall repair service experience
- Identify opportunities and provide clear direction, tools, and
resources for the Field Execution Manager to leverage to drive
tangible improvements with the 3PL providers
- Track and monitor invoicing and be able to identify any
exceptions
- Weekly Business Performance Management of OKRs (objectives and
key results) across the Repair Services Network & Repair Specialist
Team.
- Work closely with the Service & Repair Operations team to
monitor stock levels and inventory issues of spare parts to ensure
optimal appointment windows and to drive first time fix rate
- Improve multi-functional communication with our 3PLs to support
our continued business growth
- Assist Service & Repair Sr. leaders in projects and initiatives
that support our overall repair service network growth
strategy
- Accountable for the leadership and accountability of the
Service & Repair Specialist team and the day to day functions of a
reporting team of Service Specialists
- Leverage data and insights from the specialists to partner with
technical content team to deliver relevant learning and continuing
education to delivery drivers, service technicians and Member
support agents YOU BRING TO PELOTON
- 3+ years of experience in supply chain/logistics, repair
services, or a related technical field
- 2 Years leadership experience and/or management of hourly team
members
- Proven experience working with advanced datasets to drive
process improvement
- Bachelor's Degree in a business related field is preferred
- Proven track record of creating and driving best in class
service processes and key performance indicators that will result
in a LEAN focused organization with the goal of a perfect repair
experience
- Desire to work in a fast-paced environment with a strong
emphasis on superior customer service
- Advanced skills in MS Excel, GSuite required
- Advanced skills with Looker and SQL preferred
- Strong analytical skills with problem solving attitude
- Willingness and ability to adjust to multiple tasks, shifting
priorities and rapid changes.
- Self-motivated, ability to progress between working
autonomously and collaboratively
- Good communication skills (oral, written, and numerical)
- Ability to effectively communicate to all levels of the
organization
- Meticulous attention to detail and extremely well
organized
- Able to travel up to 50% of the time with notice#LI-CG1ABOUT
PELOTON:Peloton (NASDAQ: PTON), provides Members with expert
instruction, and world class content to create impactful and
entertaining workout experiences for anyone, anywhere and at any
stage in their fitness journey. At home, outdoors, traveling, or at
the gym, Peloton brings together immersive classes, cutting-edge
technology and hardware, and the Peloton App with multiple tiers to
personalize the Peloton experience [with or without equipment].
Founded in 2012 and headquartered in New York City, Peloton has
millions of Members across the US, UK, Canada, Germany, Australia,
and Austria. For more information, visit www.onepeloton.com.At
Peloton, we motivate the world to live better. "Together We Go Far"
means that we are greater than the sum of our parts, stronger
collectively when each one of us is at our best. By combining
hardware, software, content, retail, apparel, manufacturing, Member
support, and so much more, we deliver an exhilarating fitness
experience that unlocks our members' greatness. Join our team to
unlock yours.Peloton is an equal opportunity employer and complies
with all applicable federal, state, and local fair employment
practices laws. Equal employment opportunity has been, and will
continue to be, a fundamental principle at Peloton, where all team
members, applicants, and other covered persons are considered on
the basis of their personal capabilities and qualifications without
discrimination because of race, color, religion, sex, age, national
origin, disability, pregnancy, genetic information, military or
veteran status, sexual orientation, gender identity or expression,
marital and civil partnership/union status, alienage or citizenship
status, creed, genetic predisposition or carrier status,
unemployment status, familial status, domestic violence, sexual
violence or stalking victim status, caregiver status, or any other
protected characteristic as established by applicable law. This
policy of equal employment opportunity applies to all practices and
procedures relating to recruitment and hiring, compensation,
benefits, termination, and all other terms and conditions of
employment. If you would like to request any accommodations from
application through to interview, please email:
applicantaccommodations@onepeloton.comPlease be aware that
fictitious job openings, consulting engagements, solicitations, or
employment offers may be circulated on the Internet in an attempt
to obtain privileged information, or to induce you to pay a fee for
services related to recruitment or training. Peloton does NOT
charge any application, processing, or training fee at any stage of
the recruitment or hiring process. All genuine job openings will be
posted on our careers page and all communications from the Peloton
recruiting team and/or hiring managers will be from an @ email
address. If you have any doubts about the authenticity of an email,
letter or telephone communication purportedly from, for, or on
behalf of Peloton, please email
applicantaccommodations@onepeloton.com before taking any further
action in relation to the correspondence.Peloton does not accept
unsolicited agency resumes. Agencies should not forward resumes to
our jobs alias, Peloton employees or any other organization
location. Peloton is not responsible for any agency fees related to
unsolicited resumes.
Keywords: Disability Solutions, Richardson , Service & Repair Field Support Manager, Executive , Plano, Texas
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