Position Summary:

The Manager Service - Training is responsible for managing the end-to-end Technical Learning & Development (L&D) function for the Service network across PAN India. The role focuses on building technical capability and service excellence through structured training programs for Field Service Engineers, Technicians, of Authorized Service Partners (ASPs), and Graduate Engineer Trainees (GETs). The incumbent will design, develop, and implement technical training frameworks using modern instructional methodologies to improve field competency, first-time fix rates, customer satisfaction, and cost efficiency. This role requires strong expertise in technical training methodologies, cross-functional coordination, and a willingness to travel 10 - 12 days per month for training delivery, audits, and field engagement.

Key Responsibilities:

1. Training Design, Delivery & Evaluation:

- Own and manage the end-to-end Technical Learning & Development (L&D) process for the PAN India service franchise field force.

- Design, develop and align training materials, SOPs, and instructional documents using Instructional Design and Adult Learning principles and deploy the training programs.

- Apply Cognitive, Experiential, and blended learning approaches to enhance knowledge retention and on-field application.

- Deliver classroom, virtual, and on-the-job technical training for new product launches, refresher programs, and skill upgradation.

- Measure training effectiveness through assessments, field audits, certifications, and service KPIs.

- Use Data Analytics to identify training needs, measure outcomes, and support decision making.

2. ASP & Technician Development & Support:

- Drive onboarding and certification, and continuous skill development of Authorized Service Partner's (ASPs) technicians across India.

- Review and approve technician profiles based on qualifications, skill competency, and compliance to training standards.

- Identify skill gaps using service data and design targeted capability-building interventions to improve service outcomes.

- Provide on-field and remote technical support for escalated product issues.

- Conduct joint field visits for complex complaint diagnosis and skill transfer.

- Train technicians on accurate troubleshooting, root cause identification, and optimal spare utilization to reduce warranty cost.

3. Product Feedback & Quality Improvement:

- Identify and report product performance issues to the Product Quality and R&D teams.

- Participate in product trials and collect structured field feedback from a service readiness perspective.

- Work closely with Quality and Service Operations teams for issue resolution and product enhancement.

4. Data, Reporting & Governance:

- Maintain dashboards & MIS on training coverage & effectiveness, complaint trends, and spare consumption analysis.

- Use Power BI / Excel-based analytics to evaluate training ROI and performance impact.

- Prepare and submit periodic reports to management highlighting training outcomes, capability gaps, and improvement initiatives.

- Ensure compliance with training standards, safety guidelines, and service quality norms across the network.