What are the responsibilities and job description for the Analyst, Service & Repair position at Peloton?
ABOUT THE ROLE
This position reports to the Manager, Service & Repair and will focus on contributing to the build out of a seamless post-sales operation. This individual will support service/repair trials within our Field Service Ops to tackle and solve for existing inefficiencies, in addition to ensuring successful onboarding of new service providers. This role will work closely with Field Service Ops, Quality, and Member Support to ensure an elevated service experience.
YOUR DAILY IMPACT AT PELOTON
- Document drivers of Peloton service requests and identify opportunities to improve service
- Track performance against operational metrics and work with partner teams to exceed Service & Repair targets
- Serve as a liaison between FO service technicians and corporate cross-functional teams
- Develop and implement new processes to drive improvement of Service & Repair workflows
- Develop training plans for new service/repair providers
- Conduct ‘Train the Trainer’ training sessions at provider sites and act as a liaison for any questions/issues that arise
- Ownership of executing pilots across both internal and external service provider warehouses
YOU BRING TO PELOTON
- Bachelor's Degree in any business related field of study
- 3 years in field repair experience
- Passionate about serving our members and contributing to a great service experience
- Proven ability to operate effectively within a team environment
- Ability to maintain professional demeanor when working with external and internal stakeholders
- Openness to feedback and willingness to provide upward feedback
- Ability to operate in ambiguous situations
- Ability to maintain a positive attitude irrespective of the situation
- Willingness to travel (up to 25%)
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