Senior Manager - Sales & Service Training

A. Training Content Development:

• 1. Design and develop experience-based learning course content such as product training deck, competition comparison, product refresher content, etc.

• 2. Prepare and monitor multiple training content in form of PPTs, sales pitch, demonstration process & steps, competition one pager, internal product promotion material, video, snippets & online learning material.

• 3. Manage end to end responsibility of a Project with releasing content as per guidelines & timelines as defined.

• 4. Coordination with State Team for developing Training Content as & when required.

• 5. Understanding of market to ensure order, conciseness, style, and terminology in all learning material.

• 6. Spend time on field to understand the gaps and incorporate the learnings as ready to use content for national level.

B. Training Planning & Execution:

• 1. Make the colander on weekly & monthly basis to scheduling the trainings.

• 2. Collate information, analyze data and prepare action plan with training team to improve technical skills at different levels.

• 3. Create & execute plan to enhance technician skills with expertise in L1, L2, L3 and L4 level repairs.

• 4. Analyze Claims data of brands, reclaim cases, multi part consumption cases, TAT breach cases. Perform RCA and action plan to identify training requirements at Service Centre Level, Branch Level, Regional Level.

• 5. Conduct periodic training need analysis.

• 6. Conduct the evaluations to monitor the effectiveness of the training.

C. Making the SOPs or training and repair services:

• 1. Create SOPs & Technical guidelines for Hindware service centers in line with Brand requirements and implement in field in collaboration with Field Service Operations team.

• 2. Audit the reported defective spares and check if diagnosis is correct and in line with the SOPs or Technical guidelines.

• 3. Create step by step process document for diagnosis and resolution with Quality check to enhance productivity, FTF for respective product category.

• 4. Design Technical documents, guidelines, SOPs, DOA policies for various product categories for different type of services.

• 5. Provide remote technical assistance & guidance to correctly diagnose the issue with product. Post successful diagnosis, ensure to track and resolve the issue completely.

D. Collection of feedback & report making for presentations:

• 1. MIS/Reports publishing and presentations to management on ways to improve quality of field operations and technical diagnosis.

• 2. Interact with Cross functional teams and ensure necessary corrective actions are taken.

• 3. MIS/Reports publishing and presentations to management on ways to improve quality of field operations and technical diagnosis.

• 4. Detailed & comprehensive analysis of the spare parts failure - Product wise. Analysis of product replacement cases to share the technical feedbacks to the production and quality improvement team.