Technician Training Resource

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.
• 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