Field Quality Analyst

Trek•Waterloo, WI

About The Position

A bit about us Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us! Job Description The Field Quality Analyst plays a critical support role for the Product Quality Engineering and Customer Care teams by ensuring fast, accurate, and coordinated response to urgent field and product quality issues. This role serves as a central point of intake, triage, and execution for field-reported concerns, product audits, and warehouse rework activity. The success of this role directly impacts company profitability and customer satisfaction by enabling early identification of quality issues, accelerating corrective actions, maximizing sellable product availability, and supporting Customer Care in resolving field issues quickly with minimal disruption to the customer experience. Role Scope This role operates at the intersection of Product Quality, Customer Care, and Warehouse Operations within a fast-moving and evolving bicycle industry. By applying deep bicycle and product knowledge, this role diagnoses field issues, assesses risk and severity, and drives timely, practical corrective actions. All while balancing urgency, product availability, and quality requirements to support both near-term customer needs and long-term product performance.

Requirements

Extensive bicycle industry experience with strong, current bicycle and product knowledge.
Proven ability to troubleshoot field-reported product issues and propose practical, effective corrective actions.
Demonstrated experience coordinating cross-functional workstreams with multiple stakeholders.
Strong written and verbal communication skills, with the ability to clearly summarize complex issues, risk, and severity.
Ability to operate effectively in a fast-changing environment, prioritize urgent customer issues, and adapt to new challenges.
Strong sense of urgency and judgment in issue triage and prioritization.
Service-oriented mindset with a focus on supporting Product Quality and Customer Care.
Root-cause thinking paired with pragmatic, executable solutions.
Clear, consistent stakeholder communication and follow-through.
Process ownership and continuous improvement mindset.
Ability to work across product lines, regions, and markets.
Experience with ERP and warehouse management systems, with a focus on process efficiency and optimization.

Responsibilities

Own the Field Quality Report (FQR) and Assistance Request processes, ensuring timely intake, triage, prioritization, and communication of urgent field issues.
Partner closely with Customer Care to troubleshoot field-reported issues and support rapid, low-friction customer resolution and safe return-to-ride outcomes.
Act as a responsive partner to Product Quality and Customer Care, providing fast, accurate information and clear next steps.
Translate field issue signals into clear, actionable problem statements for Product Quality Engineering.
Consolidate and analyze inputs from the field, Customer Care, and warehouse audits to identify trends, assess severity, and support early identification of emerging quality risks.
Recommend practical corrective actions and track execution.
Serve as a lead resource for warehouse product audit planning and execution.
Conduct audits and clearly communicate results, scope, and severity to Product Quality Engineering and other stakeholders.
Coordinate audits in other regions or markets when local product availability is limited or when issues are market-specific.
Lead and communicate local warehouse rework activity, coordinating cross-functional resources to balance corrective actions with product availability and sales needs.
Plan, scale, and execute rework across product lines, applying bicycle and product knowledge to maximize rework output and minimize disruption.
Monitor rework quality, output, and completion status; escalate constraints and propose process or resourcing improvements as needed.