: 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 recent 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.
- 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.
- 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.
- 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.
- 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.
- 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.

- Strong 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