JOB DESCRIPTION:

OPS Executive (Technical Trainer & Field Support)

Cardio Equipment, Cycles & Massage Chairs - D2C Service Operations

Job Title

OPS Executive(Technical Trainer & Field Support)

Department

Service Operations

Function

D2C Service Operations

Reports To

Lead of Service Operations

Location

Raipur (Base) + PAN India Travel

Travel Requirement

Frequent - vendor/center visits

Employment Type

Contract 1 Year (Extend as per performance)

Experience Level

3+ yrs

Job Purpose

The OPS Executive ( Technical Trainer & Field Support) owns building deep technical capability across the vendor and technician network for cardio equipment, cycles, and massage chairs - covering parts, defect detection, and structured troubleshooting - with the objective of achieving first-visit resolution on every service call. The role designs and executes the end-to-end technician training strategy, provides real-time diagnostic support, coordinates with OEMs, and translates technical solutions into terms the field can act on immediately. The role also owns reducing the cost of service delivery - per-visit and overall - and proactively identifies opportunities to automate manual training, tracking, and reporting work.

Key Responsibilities

1. Technical Training & Capability Development

- Conduct technical training sessions for vendors and technicians on new product launches, SOP updates, manufacturer troubleshooting, and best service practices.
- Build deep product-level expertise across cycles, treadmills, and other cardio equipment - parts, common defect patterns, root causes, and resolution methods.
- Design and own the end-to-end technician training strategy and roadmap - content, cadence, and phased rollout - ensuring structured coverage across all vendors and technicians.
- Organize refresher training, troubleshooting workshops, and onboarding sessions for newly empanelled vendors.
- Assess technician competency through post-training evaluations and identify improvement areas.
- Create and maintain training presentations, technical guides, attendance records, and assessment reports.
- Track and drive 100% technician training coverage and certification against the defined roadmap.

2. Real-Time Technical Support

- Provide real-time video call (VC) support for complex installation and repair cases.
- Guide technicians during field visits to ensure accurate diagnosis, with a clear goal of first-time-right, single-visit repair closure.
- Validate major spare requirements before approval, based on technical evidence and SOP guidelines.




- Recommend additional troubleshooting, revisits, or manufacturer validation wherever required.
- Translate and simplify technical solutions so vendors and technicians can easily understand and apply them on ground, adapting explanation style to their working context and language.

3. Manufacturer (OEM) Coordination

- Coordinate with manufacturers for complex technical issues, product validation, and troubleshooting support.
- Share field observations and obtain technical feedback on recurring failures.
- Ensure manufacturer updates are communicated to the field team within defined timelines.

4. Knowledge Management

- Develop and maintain product-wise troubleshooting guides, spare identification manuals, wiring diagrams, error code matrices, and technical documentation.
- Maintain a repository of repeat failures, VC learnings, and SOP updates to support continuous learning.

5. Vendor & Service Quality Improvement

- Monitor technician performance and identify recurring diagnosis or installation errors.
- Conduct targeted training based on escalation trends, DSAT feedback, repeat visits, and SOP non-compliance.
- Support initiatives to improve first-time diagnosis accuracy and reduce service errors.

6. Cost Optimization & Process Automation

- Identify and drive initiatives to reduce average cost per technician visit and overall service cost, without compromising resolution quality.
- Analyze recurring cost drivers - repeat visits, avoidable spare usage, unnecessary escalations - and recommend corrective action.
- Identify manual, repetitive work across training tracking, reporting, and spare validation, and propose or support automation solutions to improve turnaround and accuracy.
- Partner with relevant teams to implement automation/tooling improvements and track resulting efficiency gains.

7. Reporting & Analysis

- Track and report training coverage, VC support, spare validation accuracy, repeat visit trends, and service quality metrics.
- Prepare RCA reports for recurring technical issues and recommend preventive actions.
- Design and maintain metrics/dashboards for the above,



and share periodic performance reports and improvement plans with stakeholders.

Key Stakeholders / Working Relationships

Internal Stakeholders

External Stakeholders

Service Operations & Center Teams

CX/CS Team

Spare Parts & Supply Chain

Reporting/MIS & Automation Teams

OEM/Manufacturer Technical Teams

Vendor & Field Technician Network

Empanelled Service Partners

Key Skills & Competencies

Technical Competencies

- Strong technical knowledge of fitness equipment - treadmills, exercise bikes, ellipticals, rowers, cycles, and massage chairs - including part-level detail and defect diagnosis.
- Excellent troubleshooting and diagnostic skills, with the ability to identify root cause quickly.
- Working knowledge of spare parts identification, wiring/error-code diagnostics, and SOP-based repair validation.
- Proficiency in CRM/service management tools and Microsoft Excel.
- Comfort with data - building and reading metrics/dashboards to track training and service quality.

Behavioral Competencies

- Strong training and knowledge-transfer ability - can simplify technical concepts for a field audience.
- Solid vendor and stakeholder management skills.
- Good analytical, documentation, and RCA preparation skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities and provide field support under pressure.
- Solution-oriented mindset with a genuine interest in process improvement and automation.

Qualifications & Experience

- Bachelor's degree/Diploma in Mechanical, Electrical, Electronics, or a related discipline.
- Minimum 3 years of experience in After-Sales Service, Technical Support, Field Service Operations, or Technical Training.
- Experience troubleshooting electrical/electronic products and coordinating with field technicians.
- Prior experience in vendor management, cost/process optimization, or technical documentation will be an added advantage.

Key Performance Indicators (KPIs)

Training & Capability

- Vendor Training Coverage (% technicians trained/certified)
- Training Effectiveness (Assessment Scores)
- Knowledge Repository & Technical Documentation Updates

Service Quality

- First-Visit Resolution Rate
- Reduction in Repeat Visits
- VC Support Response Time
- Diagnosis & Spare Approval Accuracy
- Service Error & SOP Compliance
- Reduction in DSATs and Technical Escalations
- Timely Manufacturer Coordination

Cost & Automation

- Cost per Technician Visit / Overall Service Cost Reduction
- Automation Initiatives Implemented / Efficiency Gained

📌 Technician Training Resource (Raipur)
🏢 CureFit
📍 Raipur