:

nn OPS Executive (Technical Trainer & Field Support)

nCardio Equipment, Cycles & Massage Chairs - D2C Service Operations

n Job Title

nOPS Executive(Technical Trainer & Field Support)

n Department

nService Operations

n Function

nD2C Service Operations

n Reports To

nLead of Service Operations

n Location

nRaipur (Base) + PAN India Travel

n Travel Requirement

nFrequent - vendor/center visits

n Employment Type

nContract 1 Year (Extend as per performance)

n Experience Level

n3+ yrs

nn Job Purpose

nThe 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.

nn Key Responsibilities

n1. Technical Training & Capability Development

n

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- Conduct technical training sessions for vendors and technicians on new product launches, SOP updates, manufacturer troubleshooting, and best service practices.
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- Build deep product-level expertise across cycles, treadmills, and other cardio equipment - parts, common defect patterns, root causes, and resolution methods.
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- 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.
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- Organize refresher training, troubleshooting workshops, and onboarding sessions for newly empanelled vendors.
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- Assess technician competency through post-training evaluations and identify improvement areas.
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- Create and maintain training presentations, technical guides, attendance records, and assessment reports.
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- Track and drive 100% technician training coverage and certification against the defined roadmap.
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n2. Real-Time Technical Support

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



revisits, or manufacturer validation wherever required.
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- 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

n3. Manufacturer (OEM) Coordination

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- Coordinate with manufacturers for complex technical issues, product validation, and troubleshooting support.
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- Share field observations and obtain technical feedback on recurring failures.
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- Ensure manufacturer updates are communicated to the field team within defined timelines.
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n4. Knowledge Management

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- Develop and maintain product-wise troubleshooting guides, spare identification manuals, wiring diagrams, error code matrices, and technical documentation.
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- Maintain a repository of repeat failures, VC learnings, and SOP updates to support continuous learning.
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n5. Vendor & Service Quality Improvement

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- Monitor technician performance and identify recurring diagnosis or installation errors.
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- Conduct targeted training based on escalation trends, DSAT feedback, repeat visits, and SOP non-compliance.
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- Support initiatives to improve first-time diagnosis accuracy and reduce service errors.
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n6. Cost Optimization & Process Automation

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- Identify and drive initiatives to reduce average cost per technician visit and overall service cost, without compromising resolution quality.
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- Analyze recurring cost drivers - repeat visits, avoidable spare usage, unnecessary escalations - and recommend corrective action.
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- Identify manual, repetitive work across training tracking, reporting, and spare validation, and propose or support automation solutions to improve turnaround and accuracy.
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- Partner with relevant teams to implement automation/tooling improvements and track resulting efficiency gains.
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n7. Reporting & Analysis

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- Track and report training coverage, VC support, spare validation accuracy, repeat visit trends, and service quality metrics.
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- Prepare RCA reports for recurring technical issues and recommend preventive actions.
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- Design and maintain metrics/dashboards for the above, and share periodic performance reports and improvement plans with stakeholders.
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nn Key Stakeholders / Working Relationships

n Internal Stakeholders

n External Stakeholders

nService Operations & Center Teams

nCX/CS Team

nSpare Parts & Supply Chain

nReporting/MIS & Automation Teams

nOEM/Manufacturer Technical Teams

nVendor & Field Technician Network

nEmpanelled Service Partners

nn 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.
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- Excellent troubleshooting and diagnostic skills, with the ability to identify root cause quickly.
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- Working knowledge of spare parts identification, wiring/error-code diagnostics, and SOP-based repair validation.
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- Proficiency in CRM/service management tools and Microsoft Excel.
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- Comfort with data - building and reading metrics/dashboards to track training and service quality.
n

n Behavioral Competencies

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

nn Qualifications & Experience

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- 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.
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- Experience troubleshooting electrical/electronic products and coordinating with field technicians.
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- Prior experience in vendor management, cost/process optimization, or technical documentation will be an added advantage.
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nn Key Performance Indicators (KPIs)

n Training & Capability

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

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

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

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