Technician Training Resource
Curefit
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Job summary
Curefit is seeking an OPS Executive (Technical Trainer & Field Support) based in Raipur with PAN India travel. The role focuses on building deep technical capability across vendor and technician networks for cardio equipment, cycles, and massage chairs, driving first-visit resolution, and designing end-to-end training strategies.
Responsibilities include real-time support, OEM coordination, knowledge management, and ongoing process improvements to reduce service costs.
Qualifications
- Bachelor's degree or diploma in mechanical/electrical/electronics.
- Min 3 years in after-sales service/field operations.
- Experience troubleshooting electrical/electronic products and coordinating with field technicians.
Responsibilities
- Conduct technical training sessions for vendors and technicians on new product launches and SOP updates.
- Provide real-time video support and guide technicians to ensure first-visit resolution.
- Co-ordinate with OEMs for complex issues and ensure timely updates to the field.
- Develop and maintain troubleshooting guides, manuals, and documentation for field use.
- Identify cost-saving opportunities and automation ideas to improve service delivery and training tracking.
Skills
Education
Tools
Job description
Cardio Equipment, Cycles & Massage Chairs - D2C Service Operations
OPS Executive(Technical Trainer & Field Support)
Service Operations
D2C Service Operations
Lead of Service Operations
Raipur (Base) + PAN India Travel
Frequent - vendor/center visits
Contract 1 Year (Extend as per performance)
3+ yrs
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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
- 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.
- 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.
- 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.
- Vendor Training Coverage (% technicians trained/certified)
- Training Effectiveness (Assessment Scores)
- Knowledge Repository & Technical Documentation Updates
- 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 per Technician Visit / Overall Service Cost Reduction
- Automation Initiatives Implemented / Efficiency Gained
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