Job Description JOB DESCRIPTION: n OPS Executive (Technical Trainer & Field Support) n Cardio Equipment, Cycles & Massage Chairs - D2C Service Operations n Job Title n OPS Executive(Technical Trainer & Field Support) n Department n Service Operations n Function n D2C Service Operations n Reports To n Lead of Service Operations n Location n Raipur (Base) + PAN India Travel n Travel Requirement n Frequent - vendor/center visits n Employment Type n Contract 1 Year (Extend as per performance) n Experience Level n 3+ yrs n Job Purpose n 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. n Key Responsibilities n 1. Technical Training & Capability Development n n Conduct technical training sessions for vendors and technicians on recent product launches, SOP updates, manufacturer troubleshooting, and best service practices. n Build deep product-level expertise across cycles, treadmills, and other cardio equipment - parts, common defect patterns, root causes, and resolution methods. n 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. n Organize refresher training, troubleshooting workshops, and onboarding sessions for newly empanelled vendors. n Assess technician competency through post-training evaluations and identify improvement areas. n Create and maintain training presentations, technical guides, attendance records, and assessment reports. n Track and drive 100% technician training coverage and certification against the defined roadmap. n n 2. Real-Time Technical Support n n Provide real-time video call (VC) support for complex installation and repair cases. n Guide technicians during field visits to ensure accurate diagnosis, with a clear goal of first-time-right, single-visit repair closure. n Validate major spare requirements before approval, based on technical evidence and SOP guidelines.



n Recommend additional troubleshooting, revisits, or manufacturer validation wherever required. n 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. n n 3. Manufacturer (OEM) Coordination n n Coordinate with manufacturers for complex technical issues, product validation, and troubleshooting support. n Share field observations and obtain technical feedback on recurring failures. n Ensure manufacturer updates are communicated to the field team within defined timelines. n n 4. Knowledge Management n n Develop and maintain product-wise troubleshooting guides, spare identification manuals, wiring diagrams, error code matrices, and technical documentation. n Maintain a repository of repeat failures, VC learnings, and SOP updates to support continuous learning. n n 5. Vendor & Service Quality Improvement n n Monitor technician performance and identify recurring diagnosis or installation errors. n Conduct targeted training based on escalation trends, DSAT feedback, repeat visits, and SOP non-compliance. n Support initiatives to improve first-time diagnosis accuracy and reduce service errors. n n 6. Cost Optimization & Process Automation n n Identify and drive initiatives to reduce average cost per technician visit and overall service cost, without compromising resolution quality. n Analyze recurring cost drivers - repeat visits, avoidable spare usage, unnecessary escalations - and recommend corrective action. n Identify manual, repetitive work across training tracking, reporting, and spare validation, and propose or support automation solutions to improve turnaround and accuracy. n Partner with relevant teams to implement automation/tooling improvements and track resulting efficiency gains. n n 7. Reporting & Analysis n n Track and report training coverage, VC support, spare validation accuracy, repeat visit trends, and service quality metrics. n Prepare RCA reports for recurring technical issues and recommend preventive actions. n Design and maintain metrics/dashboards for the above,



and share periodic performance reports and improvement plans with stakeholders. n n Key Stakeholders / Working Relationships n Internal Stakeholders n External Stakeholders n Service Operations & Center Teams n CX/CS Team n Spare Parts & Supply Chain n Reporting/MIS & Automation Teams n OEM/Manufacturer Technical Teams n Vendor & Field Technician Network n Empanelled Service Partners n Key Skills & Competencies n Technical Competencies n n Strong technical knowledge of fitness equipment - treadmills, exercise bikes, ellipticals, rowers, cycles, and massage chairs - including part-level detail and defect diagnosis. n Excellent troubleshooting and diagnostic skills, with the ability to identify root cause quickly. n Working knowledge of spare parts identification, wiring/error-code diagnostics, and SOP-based repair validation. n Proficiency in CRM/service management tools and Microsoft Excel. n Comfort with data - building and reading metrics/dashboards to track training and service quality. n n Behavioral Competencies n n Strong training and knowledge-transfer ability - can simplify technical concepts for a field audience. n Strong vendor and stakeholder management skills. n Good analytical, documentation, and RCA preparation skills. n Excellent verbal and written communication skills. n Ability to manage multiple priorities and provide field support under pressure. n Solution-oriented mindset with a genuine interest in process improvement and automation. n n Qualifications & Experience n n Bachelor's degree/Diploma in Mechanical, Electrical, Electronics, or a related discipline. n Minimum 3 years of experience in After-Sales Service, Technical Support, Field Service Operations, or Technical Training. n Experience troubleshooting electrical/electronic products and coordinating with field technicians. n Prior experience in vendor management, cost/process optimization, or technical documentation will be an added advantage. n n Key Performance Indicators (KPIs) n Training & Capability n n Vendor Training Coverage (% technicians trained/certified) n Training Effectiveness (Assessment Scores) n Knowledge Repository & Technical Documentation Updates n n Service Quality n n First-Visit Resolution Rate n Reduction in Repeat Visits n VC Support Response Time n Diagnosis & Spare Approval Accuracy n Service Error & SOP Compliance n Reduction in DSATs and Technical Escalations n Timely Manufacturer Coordination n n Cost & Automation n n Cost per Technician Visit / Overall Service Cost Reduction n Automation Initiatives Implemented / Efficiency Gained n

📌 Technician Training Resource (Raipur)
🏢 CureFit
📍 Raipur