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PersonalHour Pilates US is seeking an experienced Product Assembly and Installation Consultant with strong mechanical knowledge, problem-solving abilities, and customer communication skills. This is a technical consulting and product-support position—not a basic assembly or traditional sales role. The consultant will become a trusted technical resource for PersonalHour's Pilates reformers and related equipment. This person will identify product and installation issues, guide customers through troubleshooting, conduct video support calls, create instructional videos, improve installation documentation, and contribute practical feedback to product design. The ideal candidate understands how mechanical products work and can translate that knowledge into clear, patient, and practical guidance for customers and team members. Key Responsibilities Technical Product Consultation Develop expert knowledge of PersonalHour reformers, towers, Cadillacs, chairs, accessories, and replacement parts. Understand the mechanisms used in wood, aluminum, foldable, studio, tower-compatible, and Cadillac-style equipment. Understand how frames, carriages, wheels, tracks, springs, ropes, pulleys, risers, footbars, headrests, towers, folding systems, and adjustment mechanisms work together. Answer customer and team questions about product mechanisms, assembly, installation, operation, compatibility, adjustments, and design. Explain differences among PersonalHour models and help customers understand which equipment or accessories meet their requirements. Research technical questions before responding and avoid providing unconfirmed information. Issue Identification and Diagnosis Review customer descriptions, photographs, videos, measurements, and order details to identify equipment or installation issues. Ask customers the correct questions to gather the information required for an accurate diagnosis. Determine whether a concern is related to assembly, adjustment, improper installation, incorrect use, transportation damage, a missing part, component wear, or a manufacturing defect. Diagnose concerns involving carriage movement, wheel alignment, ropes, pulleys, springs, footbars, towers, folding mechanisms, cushions, frames, noise, stability, and resistance. Identify safety concerns and escalate structural or serious mechanical issues immediately. Document the identified issue, likely cause, recommended solution, and required follow-up. Customer Video Support Conduct scheduled video calls with customers to inspect equipment and guide them through troubleshooting. Help customers locate the source of a problem by showing them what to check and how to test the equipment safely. Provide calm, patient, and easy-to-follow instructions during technical calls. Guide customers through approved adjustments, installations, maintenance, and minor repairs. Confirm that customers understand each step before asking them to continue. Avoid directing customers to perform any task that may be unsafe or require professional service. Record complete notes, findings, and next steps after every consultation. Follow up when necessary to confirm that the issue has been resolved. Troubleshooting and Problem Resolution Develop practical solutions for assembly, installation, alignment, movement, noise, resistance, and equipment-stability concerns. Determine whether a customer needs instructions, a replacement part, an installation service, a repair appointment, or a complete product replacement. Identify the correct replacement components using the product model, specifications, photographs, videos, and measurements. Coordinate with the parts, warehouse, operations, and customer experience teams to complete approved solutions. Help prevent unnecessary part shipments by confirming the issue and required component before fulfillment. Follow technical cases from diagnosis through resolution. Identify repeated problems and recommend permanent corrective actions. Instructional Video Creation Create clear instructional videos covering product assembly, installation, adjustment, maintenance, troubleshooting, and common repairs. Demonstrate the correct use of tools, hardware, parts, and equipment mechanisms. Plan each video so customers can easily follow the steps without advanced technical knowledge. Work with the content and product teams to ensure videos are technically accurate and professionally presented. Create short troubleshooting clips for frequently asked customer questions. Update existing videos when products, parts, or assembly methods change. Organize videos by product model and issue so the team can locate and share them easily. Help develop a complete technical video library for customers and employees. Installation Documentation Create and improve installation manuals, assembly instructions, diagrams, checklists, and troubleshooting guides. Review existing documentation for missing steps, unclear language, incorrect images, or outdated information. Write instructions in simple, direct language that customers and installers can understand. Ensure that documentation includes the correct tools, parts, safety warnings, order of steps, and final testing procedures. Work with the product and manufacturing teams to confirm technical accuracy. Create separate instructions when assembly or installation differs by model. Maintain organized and current versions of all installation and technical-support documents. Use feedback from customers, installers, and support employees to improve instructions continuously. Assembly and Installation Support Assemble and inspect reformers and related Pilates equipment when hands-on evaluation is required. Install and adjust springs, ropes, pulleys, risers, footbars, towers, wheels, headrests, cushions, platforms, frames, and accessories. Test equipment to confirm correct alignment, smooth movement, stability, resistance, and safe operation. Support local customer installations when necessary. Inspect difficult or unusual technical cases in person. Help installers and warehouse employees understand the correct assembly and testing procedures. Confirm that installation procedures are practical, safe, and repeatable. Provide technical guidance for showroom equipment assembly and maintenance. Product Design Support Provide practical feedback about product design, usability, assembly, maintenance, and serviceability. Identify design features that may create installation difficulties, customer confusion, premature wear, or repeated support cases. Recommend improvements to mechanisms, hardware, parts, packaging, labels, tools, and assembly methods. Participate in reviewing new products, prototypes, samples, and product updates. Test new equipment for assembly time, installation difficulty, stability, functionality, and ease of use. Document test results using photographs, videos, measurements, and written reports. Work with leadership and manufacturing partners to communicate technical findings clearly. Help ensure that new designs can be assembled, serviced, and supported effectively after release. Maintain organized records of product concerns, design recommendations, and implemented improvements. Team Training and Internal Support Serve as a technical resource for Customer Experience, Sales, Operations, Warehouse, Parts, Processing, and Product teams. Train employees on reformer models, mechanisms, assembly requirements, product differences, parts, and common technical problems. Help customer-support employees understand which questions to ask before escalating a case. Review complex technical responses before they are sent to customers. Create internal training materials, product guides, troubleshooting workflows, and technical reference sheets. Communicate product updates and new technical information to the appropriate teams. Support new employee training related to PersonalHour products and equipment. Encourage employees to ask questions and provide patient, respectful guidance. Help improve the team's technical confidence and consistency. Customer Communication Communicate with customers by phone, email, video call, and in person. Explain technical information in language that is clear to non-technical customers. Remain professional and solution-focused when working with frustrated customers. Listen carefully and avoid making conclusions before reviewing the necessary information. Set accurate expectations regarding troubleshooting, parts, service, installation, and follow-up. Keep customers informed when additional investigation or coordination is required. Represent PersonalHour professionally during every customer interaction. Protect customer information and maintain appropriate confidentiality. Quality and Continuous Improvement Track recurring assembly, installation, parts, and product-mechanism concerns. Identify patterns that may indicate a documentation, training, packaging, manufacturing, or design problem. Recommend changes that reduce customer confusion and repeat technical cases. Help establish quality-control procedures for assembly and installation. Review returned products and parts to help determine the cause of reported problems. Maintain a technical issue log with the product, cause, solution, and final outcome. Share important findings with leadership and the relevant departments. Contribute ideas that improve product quality, customer experience, and operational efficiency. Required Qualifications At least three years of experience with mechanical products, equipment assembly, installation, repair, technical service, product support, or a related field. Strong understanding of product mechanisms and how mechanical components work together. Demonstrated ability to diagnose equipment problems accurately. Experience using hand tools, power tools, measuring tools, and basic diagnostic equipment. Ability to read assembly instructions, technical diagrams, measurements, and product specifications. Strong verbal and written communication skills. Ability to explain technical information clearly to customers and employees. Confidence conducting customer troubleshooting through video calls. Strong documentation and organizational skills. Ability to create clear written instructions and instructional videos. Patient, professional, and respectful customer-service approach. Strong attention to safety, accuracy, and detail. Ability to work independently and coordinate with multiple departments. Dependable attendance, communication, transportation, and follow-through. Preferred Experience Experience in one or more of the following areas is strongly preferred: Pilates or fitness equipment Mechanical product support Equipment assembly and installation Furniture or cabinet assembly Automotive or mechanical repair Appliance installation or field service Medical or rehabilitation equipment Manufacturing and quality control Product design or mechanical engineering Technical writing and documentation Instructional video creation Remote technical support Customer product consultation Formal education in mechanical engineering, industrial design, manufacturing, product development, or a related field is helpful but not required. Strong hands-on experience and demonstrated problem-solving ability may be equally valuable. Physical and Work Requirements Ability to stand, bend, kneel, reach, and work with mechanical equipment. Ability to use tools safely and complete hands-on equipment inspections. Ability to lift and move equipment components safely. Ability to help position heavy equipment using proper tools and team support. Ability to work on-site at PersonalHour's Dublin, Ohio facilities. Willingness to travel locally for installations or technical inspections when required. Ability to communicate with customers through phone, email, and video platforms. What Success Looks Like The successful consultant will: Accurately identify technical and installation problems. Resolve more customer concerns through effective video consultations. Reduce unnecessary parts shipments and repeated service cases. Create clear videos and documentation that customers can follow. Improve the technical knowledge of PersonalHour's internal teams. Provide valuable practical input into product design and improvements. Help customers feel supported and confident using their equipment. Communicate clearly, document thoroughly, and follow cases through completion. Improve the overall assembly, installation, and ownership experience. About PersonalHour Pilates US PersonalHour Pilates US is a growing Pilates equipment and wellness company based in Dublin, Ohio. We design and supply Pilates reformers and related equipment for home users, instructors, studios, clinics, and fitness professionals. Our mission is to make high-quality Pilates equipment and education more accessible while providing customers with knowledgeable, responsive, and practical support.

Pay:

$50,154.97 - $60,401.69 per year

Benefits:

Dental insurance Employee discount Flexible schedule Health insurance Paid time off Parental leave Professional development assistance Referral program

Work Location:

In person