Technical Trainer, Member Care

Department: Operations

We are currently seeking an ambitious pace-setter to join our team as a Technical Trainer hybrid in Logan, Utah.

iFIT is a global fitness technology company delivering connected fitness experiences to millions of members worldwide through industry-leading brands. We are looking for a high-impact Technical Trainer who has been under the hood of fitness equipment and can translate that hands-on expertise into training that drives performance and quality across a global workforce. If you are a field-experienced professional who moves fast, owns outcomes, and raises the bar in everything you do, we want to hear from you.

COMPENSATION

$65,000 - $75,000

ROLE COMMITMENTS

• Build and sustain technical competency across a global workforce of field technicians, white glove installers, Member Care agents, and BPO partner trainers, measurably improving repair accuracy and first-contact resolution rates.
• Translate complex technical knowledge into clear, practical, and standardized training content that enables learners at every level to perform their jobs with consistency and confidence.
• Own the full training lifecycle for assigned product lines and technical domains, from content creation and certification design through delivery, assessment, and continuous improvement.
• Serve as the primary technical subject matter expert bridging field repair experience and frontline execution, ensuring training programs remain grounded in real-world repair realities.
• Drive training quality and operational performance across all delivery channels by maintaining rigorous certification standards, tracking outcomes, and applying data to continuously improve programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Plan and deliver engaging technical training across multiple formats, including in-person workshops, ride-alongs, remote live sessions, and LMS-based instruction for field technicians, white glove installers, Member Care agents, and BPO partner trainers.
• Train in-field service technicians and installers on part replacement, root cause troubleshooting, and repair to manufacturer specifications for residential and commercial fitness equipment product lines.
• Deliver product and troubleshooting training to Member Care support agents, equipping them to accurately diagnose equipment issues, set correct member expectations, and guide resolution steps effectively.
• Partner with BPO partner trainers to train the trainer, building their capability to cascade technical knowledge to contact center agent populations globally and ensuring consistency of scripting and standards across all support channels.
• Create and maintain high-quality technical training materials including repair guides, troubleshooting decision trees, part replacement documentation, LMS course content, assessment tools, and certification pathways.
• Apply hands-on field repair experience to identify common and complex failure patterns across the product line, translating technical root causes including error codes, mechanical failures, software issues, and installation faults into clear, structured training content.
• Design and administer practical assessments and certification evaluations for technicians, installers, and support agents; track completion, knowledge assessment results, and field performance indicators to identify gaps and refine content.
• Conduct ride-alongs and live observation sessions to validate real-world application of training and provide direct in-the-moment coaching to technicians and installers in the field.
• Collaborate with the Training Manager to develop and continuously improve train-the-trainer programs, technical certification frameworks, and train-the-trainer materials for partner organizations.
• Leverage AI tools and content platforms to accelerate training development speed and ensure all materials remain current with the latest product updates, service procedures, and quality standards.

EDUCATION & EXPERIENCE

Education and Basic Qualifications

• 5+ years of hands-on experience repairing and servicing fitness equipment in the field, including treadmills, bikes, rowers, ellipticals, and strength equipment across residential and commercial product lines.
• Demonstrated experience delivering technical training to diverse audiences including technicians, installers, or support agents in both in-person and remote environments.
• Ability to translate complex technical concepts, error codes, and repair procedures into clear, simple, and actionable training content for learners at all experience levels.
• Experience creating technical documentation including repair guides, troubleshooting manuals, SOPs, or LMS course content.
• Proficiency with LMS platforms and remote training tools such as Google Meet, Microsoft Teams, or equivalent.
• Exceptional communication and facilitation skills with comfort presenting to small field teams and large virtual audiences alike.
• Strong organizational skills with the ability to manage multiple training programs, content projects, and stakeholder relationships simultaneously.
• Willingness and ability to travel for field ride-alongs, on-site training events, and partner visits as needed.
• Authorized to work in the United States without sponsorship.

Preferred Qualifications

• Experience delivering train-the-trainer programs or building technical certification pathways.
• Familiarity with BPO partner environments and contact center training models.
• Experience working with AI tools for content creation, training acceleration, or knowledge management.
• Background in instructional design or adult learning principles; ATD certification or equivalent is a plus.
• Exposure to both residential consumer and commercial fitness equipment servicing environments.
• Experience supporting global or multi-regional training rollouts with localization considerations.

DISCLAIMER

Compensation may vary based on the job level, your geographic work location, position incentive plan, and exemption status. Although we currently may consider hiring in the states listed below, not all positions are available in all locations, and work in a particular state is not guaranteed. Current list of states where iFIT may consider hiring: AK, AL, AR, AZ, CA, CO, CT, FL, GA, ID, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WA, WI, WY. 

Subject to applicable state laws, your employment at iFIT is "at-will". At-will employment means that you and the company each have the right to terminate the employment relationship at any time for any cause or for no cause at all.