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Technical Lead - D2C Home Fitness & Massage Chair Products

Service Operations (D2C) | Cult.fit

1. POSITION OVERVIEW

Job Title

Technical Lead - D2C Home Fitness & Massage Chair Products

Department

Service Operations - Repair, Installation & Preventive Maintenance (D2C)

Location

Bengaluru

Employment Type

Full-time

Product Scope

Treadmills, ellipticals, exercise and spin bikes, rowers, home gyms, massage chairs, massagers and allied home-use wellness products

2. ABOUT CULT.FIT

Cult.fit is one of India's leading health and fitness platforms, offering gym and group workouts, at-home fitness, and fitness equipment for homes. Our Service Operations team keeps every product we sell, and every machine in our centres, performing reliably.

3. ROLE SUMMARY The Technical Lead is the single technical authority for home-use fitness and massage products. The role is accountable for getting every installation, demo and repair right in the first visit, for reducing technician-led and product-led defects, and for lowering the overall cost of service.

4. KEY RESPONSIBILITIES

4.1 First-Visit Resolution & Field Troubleshooting

- Design product-wise SOPs for installation, demo, repair, inspection and uninstallation
- Build symptom-to-spare fault trees for each SKU to standardise diagnosis
- Define visit-readiness checklists - tools, consumables, likely spares and customer pre-requisites (space, power point, flooring)
- Act as Level-2 escalation for field technicians and vendors, with live support by call or video, and personally attend complex or escalated cases
- Take repair-versus-replace decisions to avoid unnecessary full-unit or major-assembly replacement

4.2 Technician Training & Certification

- Build and run the training calendar - onboarding, product certification, refreshers and new-launch training
- Certify technicians SKU-wise; deploy only certified technicians on complex products
- Hold vendor technicians to the same standard as in-house technicians
- Run remedial training for low performers
- Create short training videos, job aids and quick-reference cards for field use

4.3 Quality Assurance & Root Cause Analysis

- Standardise job-closure requirements (checklist, photos, videos, customer sign-off) and audit jobs against them - physically and remotely
- Investigate every repeat visit, repeat spare dispatch and early-life failure; classify the root cause (product, technician, transit, customer usage)
- Drive Corrective and Preventive Actions (CAPA) to closure and ensure adherence on the ground

4.4 Product Quality & OEM Collaboration





- Act as the voice of the field to the Product team and manufacturers - share consolidated failure data and RCA reports by SKU and batch
- Drive OEM fixes - design changes, component upgrades, batch corrections, revised installation instructions and firmware updates
- Validate new products before launch - installation trial, serviceability review and spare-list readiness
- Support the Product team on warranty claims and cost recovery from manufacturers with technical evidence

4.5 Service Cost & Vendor Management

- Own cost per ticket - quantify the cost of repeat visits, avoidable spare dispatch and replacements, and drive it down
- Evaluate, select and onboard service vendors on rate card, first-time fix rate and quality, targeting lower cost with equal or better performance
- Run monthly vendor scorecard reviews (cost, FTFR, quality audit score, TAT) and phase out consistently underperforming vendors
- Expand the network of spare suppliers and component repairers (PCB, motor rewinding), and use it to refurbish defective spares
- Define the critical spare list and stock levels per city based on failure frequency
- Identify alternate and local sources for long-lead or high-cost spares
- Validate spare quality and compatibility; maintain the spare-part mapping by SKU

4.6 Documentation, Reporting & Automation

- Maintain a single, version-controlled technical library - installation guides, error-code lists, exploded views, wiring diagrams, service bulletins and a known-issues database
- Publish weekly and monthly reports on the KPIs in Section 5
- Work end-to-end on manual tracking systems where needed, and help design the processes and systems that improve and automate them - including diagnosis, spare prediction and quality tracking

4.7 Safety & Compliance

- Enforce electrical and installation safety - earthing, voltage and load checks, anchoring and floor-loading guidance for heavy equipment
- Ensure technicians follow PPE, safe-lifting and customer-home conduct guidelines

6. CANDIDATE PROFILE

6.1 Education & Experience

- B.E./B.Tech in Electrical, Electronics, Mechanical or Mechatronics Engineering (ITI with an exceptional hands-on record may be considered)
- Minimum 4 years in service of home fitness equipment, massage chairs or similar electro-mechanical consumer durables,



including at least 1 year in a lead or senior technician role
- Proven track record of writing SOPs and training technicians
- An established network of spare suppliers, component repairers and service vendors
- Desirable OEM or brand service experience with fitness or massage chair brands; experience onboarding, negotiating with and managing a multi-city vendor network

6.2 Technical Skills

- PCB repair - component-level repair of motor controller, console/display and power boards; reading schematics, soldering and rework
- Motors and drives - DC/AC motors, incline motors, actuators, sensors and wiring harnesses
- Mechanical systems - belts, rollers, bearings, flywheels, magnetic and friction resistance, frame alignment
- Massage chair systems - airbag/pneumatic circuits, roller mechanisms and recliner actuators (preferred)
- Diagnostics - multimeter, clamp meter, wiring diagrams, error codes, firmware updates and app/Bluetooth-connected equipment

6.3 Systems & Digital Skills

- Service ticketing system/CRM
- Excel or Google Sheets - pivots, lookups and charts
- AI tools for documentation, data analysis and automating routine tasks

6.4 Behavioural Competencies

- Ownership - end-to-end accountability for outcomes, not just tasks
- Data-driven thinking - decides from data and trends, not anecdotes
- Coaching mindset - patient and structured in building capability in others
- Customer-first conduct - professional, courteous and trustworthy
- Influence without authority - moves external partners to act through evidence and persistence
- Communication - explicit in English and Hindi, verbal and written; a regional language is an advantage
- Composure - calm under pressure

7. SUCCESS IN THE FIRST 90 DAYS

Timeline

Expected Outcomes

Days 1-30

Baseline the Section 5 KPIs by SKU and city; assess technician skill levels; identify the top 10 failure modes

Days 31-60

SOPs and fault trees live for the top 5 SKUs by volume; certification under way

Days 61-90

Top 3 product issues escalated to OEMs with RCA; vendor scorecard live; first monthly report published; measurable improvement in FTFR and cost per ticket

8. WORKING CONDITIONS

- Field-intensive role - customer homes, warehouses and vendor sites
- Travel across service cities - approx. 30-40% of working time
- 6-day working week, with occasional extended-hour support for critical escalations
- Work end-to-end on manual tracking systems, and help design the processes and systems that improve and automate them - including diagnosis, spare prediction and quality and speed tracking

📌 Technical LeadC Home Fitness and Massage Chair Products (Bengaluru)
🏢 CureFit
📍 Bengaluru