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.
Positive 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