Equipment Operations and Support Manager

Job Description

Job Description

About Us:

Exciting Opportunity in the Fitness Franchise Industry!

HOTWORX - A 24-Hour Infrared Fitness Studio offers the first ever combination of 3-dimensional training. HOTWORX combines Heat (dimension 1), Infrared Energy (dimension 2) & Exercise (dimension 3) to help members flush toxins, tone up, and torch calories among numerous other benefits from infrared. Our studios offer 24-hour access to virtually instructed workouts ranging from HOT Yoga to Hot Cycle, Hot Buns, Hot Barre None and more. Our exclusive workouts are done inside of our patented HOTWORX sauna in a semi-private environment, suitable for all fitness levels to give members MORE WORKOUT IN LESS TIME! If you are looking for a career where you can become a part of an organization focused on helping members feel and look their very best then look at HOTWORX.

MISSION

To excel in communication and support within the HOTWORX Franchise Community while prioritizing efficient inventory management and assisting with the enhancement of HOTWORX equipment when needed. The mission extends to ensure seamless operations and continuous improvement in all aspects of franchise support.

DUTIES

• HELP DESK

  • Monitor HelpDesk System on daily basis to fulfill requests for Thunder Row and Sauna parts

  • Ability to effectively and efficiently communicate with franchisees through the HelpDesk system within a 24 Hour period

  • Ability to communicate with franchisees and support them through Google Hangout calls to troubleshoot issues and educate them on their equipment if needed.

  • Ability to utilize and send video/training videos to help educate yourself and franchisees when troubleshooting

  • Ability to monitor and report inventory on a weekly basis on parts associated with Thunder Row

  • Ability to tag tickets for easier categorization management

• HOTWORX BRANDED FITNESS EQUIPMENT

  • Become a subject matter expert in the functionality and mechanics of equipment including, but not limited to, Thunder Row, GluteusMax, and Booty Bungee, in order to support the HOTWORX franchise community with troubleshooting and determining appropriate replacement parts for identified issues.

  • Become familiar with daily, weekly, and monthly maintenance checklists for fitness equipment.

  • Ability to use critical thinking to understand issues that may occur with the equipment

  • Ability to collaborate with the Director and Assistant Director of Project Management of the machine to discuss improvements as needed

  • Ability to be the instructor of educational video tools as needed

• HOTWORX SAUNAS

  • Developing expertise in the functionality of all versions of saunas affiliated with HWX LLC.

  • Supporting the franchise community by Addressing HOTWORX sauna-related concerns primarily utilizing MOJO Help Desk.

  • Utilizing the video library and other resources as training tools to enhance knowledge of sauna operations.

  • Offering guidance to franchisees on troubleshooting common sauna issues, ensuring seamless operation.

  • Collaboration with the team to implement best practices and enhance overall sauna support.

  • Serving as a point of contact for interdepartmental communication related to sauna support.

  • Ability to be the instructor of educational video tools as needed

• INVENTORY MANAGEMENT / LOGISTICS

  • Upon receipt of product and equipment orders, conduct physical inventory assessments and communicate with the Assistant Director of Project Management to ensure the accurate incorporation of these items into our accounting software.

  • Maintain and manage a highly organized system for the storage and management of equipment parts.

  • Perform a comprehensive monthly inventory review of all equipment goods within the department.

  • Send all “Important Thunder Row Emails” to franchisees that are expected to receive their Thunder Row equipment with their equipment order.

  • Ensure that these are sent on a daily basis

• PROJECT MANAGEMENT

  • Oversee and support the donation or gifting of saunas to various entities, including first responder stations, Miss Earth contestants, and athletic facilities, ensuring alignment with organizational outreach and community support goals.

  • Coordinate and facilitate the installation of donated saunas, liaising with internal teams and external partners to ensure smooth execution.

  • Provide hands-on support during sauna installations as needed, demonstrating technical expertise and problem-solving skills to address challenges on-site.

• PRODUCT / EQUIPMENT QUALITY ASSURANCE

  • Communicate with the Director of Project Management in instances where specific components lack functionality, requiring enhancements or improvements.

  • Assist Director of Project Management in any in-house experiments or testing that fall within this dept.

  • Provide support to all equipment for New Orleans Area Corporate Studios.

  • Provide support to pilot studios for project-related needs and assist with on-site maintenance when local support is required .

• SUPPLEMENTARY RESOURCES

  • Continue elevating digital repository for product troubleshooting videos, ensuring convenient access for the franchise community.

  • Video creation aimed to enhance operational efficiencies and provide enhanced support to our franchisees in addressing product-related issues and education.

  • Assist as the subject matter expert for all troubleshooting videos that are created.

  • Guarantee that the editing of all videos created maintains our brand's image and adheres to professional shooting and editing standards.

  • Collaborate to identify and lead efforts in securing supplementary resources beneficial to the franchise.

  • Utilize HOTWORX's proprietary Franchise Information System (FIM) for monitoring pertinent data points and delivering structured, customized communications to franchisees throughout the brand.

  • Collaborate with the IT team to develop email templates within FIM, enabling streamlined and efficient email communication with franchisees.

• OTHER OBLIGATIONS

  • Communication with franchisees/studios as needed to troubleshoot issues with saunas, rowers, or any other proprietary product/equipment sold by HOTWORX

  • Emails/Phone Calls/Google Meet Video Calls

  • Work at HOTWORX Corporate Headquarters Monday-Friday 8:30-5:00 pm.

  • Ability to operate and utilize the Google Suite (Google Docs, Google Drive, Google Sheets, etc), WhatsApp, Skype, Zoom, and FaceTime.

  • Strong ability to leverage Google Sheets for efficient data organization, tracking, and workflow management.

  • Become knowledgeable in warehouse operations, daily responsibilities, and workflow processes.

  • Develop proficiency in utilizing multiple platforms used for the creation and management of franchisee warranty orders.

  • Create and maintain franchisee-facing reference materials to support troubleshooting and equipment assistance, including detailed assembly and troubleshooting guides in PDF format.

  • Handling equipment based support through the Help Desk Platform, but not limited to email based support as well

  • Assist the department with development of process improvements as needed

  • Assist warehouse team in informing them of materials that may need to be sent to locations if needed and coordinate shipping of parts

  • Efficiency with daily tasks and meet deadlines given

  • Take on responsibilities for new projects as needed.

• Qualifications

  • An Associate's degree or higher in any engineering related fields, computer science, information science, or communications

  • A strong working knowledge of computer systems and mechanics of machinery

  • Robust problem-solving, analytical, and team-working skills.

  • Excellent communication and interpersonal skills.

  • Ability to maintain a consistent sense of urgency across all projects and on a daily basis

  • An openness to learning the mechanics of any product under HWX. LLC.

• Requirements

  • Must be able to balance workload with scalability of the organization

  • Demonstrate strong responsiveness and communication efficiency throughout the workday across multiple communication platforms, including Google Chat, email, and text messaging.

  • Understanding of the importance of timely and accurate information to franchise community

  • Must be able to respond to franchisees within a 24 hour time period.

  • Maintain accurate knowledge of inventory levels for all equipment components, including but not limited to Thunder Row, HOTWORX Infrared Saunas, Gluteus Max, and Booty Bungee, and provide reliable inventory information as needed.

  • Ability to utilize Artificial Intelligence for operational efficiencies where needed.

• WORK SCHEDULE

  • Monday – Friday: 8:30am-5pm

  • Some projects and events may require longer hours. There will be times when this individual will be required to come in early and stay late during the work week.

  • Additional company events may require attendance

• COMPENSATION

  • Base Salary: $40,000

  • Commission Structure:

    • $2 per ticket resolved if 95% of tickets are resolved in a month

    • $2.25 per ticket resolved if 100% of tickets are resolved in a month

    • $750 Monthly Bonus when all 3 KPIs are met:

      • 24 Hour or less 1st Response Avg.

      • 3 Day or less Solved Time

      • 80% 1st Answer Resolution

    • $500 Monthly Bonus when the following 2 KPIs are met:

      • 24 Hour or less 1st Response Avg.

      • 3 Day or less Solved Time

    
    

    • Benefits:

      • 80% Employer-paid benefits for employees, which include medical, dental, and vision.

      • HOTWORX Sweat Elite Membership (free to use any location world-wide)

      • Flexible Paid Time Off is available to employees and is expected to be used responsibly and in good faith.

While we are looking for a go-getter who is eager to take initiative and will get the job done, we also provide training and support for success. If this opportunity gets you excited, be sure to apply today!