Regional Technical Trainer - Consumer Durable Products

Job Summary (The primary purpose or objectives and an overall description of the position)

- Resource Bank Management: Coordination with ITIs, JTIs and conduct product wise campus interviews basis business demand on resource pool

- Screening of resources with standard set of questions before hiring

- Service Expert's Repair Quality to be aligned for best-inclass customer satisfaction & NPS.

- Managing end to end training life cycle

- Competition benchmarking

- Periodic upgradation on product / technological development

List The Duties and Responsibilities

(That are significant in achieving the objectives of the job)

- Understanding training needs for service experts by analyzing repeat repair ratio & customer's feedback on repair quality in NPS survey

- Close coordination with service operation team for understanding training needs

- Building product wise training content

- Conducting end to end training for Service Experts & Operations team

- Pre & post training assessment

- Responsible for metrics such as Repeat Repair, First Time Fix, Productivity, attrition for 0 - 30 days

- Competition benchmarking

- Periodic audit of ground level performers to enhance service quality & customer's satisfaction

Experience Required (Minimum relevant or equivalent industry experience required

Please also state what might be desirous / advantageous)

- Minimum 5-7 years of full-time working experience in after sale service function with end-to-end knowledge specifically in HVAC, Home Appliance, Consumer Electronics, Water

Purifier, Small Domestic Appliance product categories

- 3 years of experience in training service experts / technicians on product behaviour, faults identification, repair

- Experience in training content building for more than 1 year Good English communication - written & verbal

Academia (The minimum / critical qualifications you deem necessary for this profile.)

- B. E. / B. Tech in Mechanical, Electrical, Instrumentation Engineering - Preferred

- Three years full time Diploma Engineering in Mechanical, Electrical, Instrumentation Engineering

Personal Attributes

- Strong technical knowledge on HVAC, RAC, HA, CE, SDA

- Strong ability to troubleshoot

- Ability to teach new technicalities quickly

- Self-driven and proactive

- Effective problem solver

- Ability to deal with ambiguity

- Strong skills in preparing Training Need Analysis