What are the responsibilities and job description for the Certified Service Technician position at Peloton?
ABOUT THE ROLE
Certified Service Technicians are experts on our products. They know how our products work and how to repair them. Certified Service Technicians split their time between refurbishing units in our warehouse and repairing units in Member homes. They are advocates for our core value of Putting Our Members First by ensuring our units function at their highest level whether they are new, repaired or refurbished. Certified Service Technicians also support our Quality engineering team in the Field. They may train and educate other Team Members on our products or advise on their observations with the engineering team.
YOUR DAILY IMPACT AT PELOTON
- Safely operate Peloton fleet vehicles following all road laws and Peloton policies; ensure cleanliness of vans and other common areas in the warehouse
- Manage repair route with Peloton systems and maintain communication with the Member prior to arrival
- Attend and participate in daily huddles
- Adhere to and prioritize Peloton’s standards of safety for yourself, and the Member on and off the road at all times
- Perform in-home troubleshooting, delivery, product repairs and maintenance
- Provide exceptional customer service while educating Members on product repair, maintenance and usage
- Ensure specified processes, procedures, and reporting methods are followed
- Oversee the refurbishment process of Peloton product and ensure every refurbished product meets Peloton standard and quality; may also support troubleshooting, intake, triage, repairs and cleaning of refurbished units
- Review and repair connected fitness units (CFUs)
- Record serial information and complete all record documentation for repairs, maintenance and refurbishment
- Ensure hardware and software of the product is functioning properly after each service or refurbishment
- Serve as point of contact for Field Quality team on hardware changes, quality related requests and quarantine requests
- Be the Subject Matter Expert and Trainer on CFU quality during bike build, delivery, repair or refurbishment
- Support cycle counts, physical and systematic inventory of spare parts, CFUs and other Peloton products in the service vehicle and refurbishment area
- Assist with processing of returns, shipping of spare parts and recording inventory levels
This description indicates the general nature of the qualifications and duties required in this job classification, as well as the essential functions a person must be able to perform in this job. It is not a comprehensive inventory of all duties and responsibilities employees assigned to this job may have.
YOU BRING TO PELOTON
- A Safety Mindset
- Excellent customer service skills
- Maintain a safe and clean environment at all times
- Must have a valid driver's license and a clean driving record
- Ability to lift up to 145 pounds with assistance
- Ability to work well both independently and in a team atmosphere
- Good problem-solving skills, and the ability to troubleshoot problems and think on your feet
- Capable of excellent documentation and tracking data, including on electronic devices
- Flexible schedule; ability to work nights, weekends, and holidays as necessary
- Maintain a safe and clean environment at all times
- Intermediate mathematical skills
- Handy with tools and understanding of torque value
Physical requirements: This is primarily an active position, involving long periods of standing and lifting items weighing 145 pounds or more. Ideal candidates must be able to perform physical activity for their full shift. Hours vary but typically begin between 6 a.m.-10 a.m. and end before 9 p.m. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.