Training Lead- Service (FR Training and Service Journeys), Delhi EC

Job Description:

Role : Training Lead – Service (FR Training and Service Journeys)
Positions : 1 Opening (Role Based out of - Gurugram)
Type : Full Time, Work from Office
Reporting to : Head – Service / Head – L and D
Experience : 7–12 years of relevant experience (Service Training, Technical Training, Field Service Operations, L and D)

Your Role and Responsibilities

1. FR (Field Representative) Technical Training

• Design and implement structured FR onboarding programs (30-60-90 day plans).
• Conduct in-depth technical training on installation, troubleshooting, repair & maintenance of:
• Digital Locks, Safes, Door Hardware, Glass Fittings, Access Control Systems
• Develop troubleshooting manuals & technical SOPs.
• Create product-wise certification programs for service engineers.
• Conduct periodic skill upgradation and refresher training programs.
• Travel pan india to conduct training sessions for Training Am’s technicians & Vendors

2. Service Journey Design & Optimization

• Map and standardize complete service lifecycle (Complaint to Closure).
• Define Service SOPs, Escalation Matrix & TAT benchmarks.
• Improve First-Time Resolution (FTR) metrics.
• Identify service gap areas using complaint data & root cause analysis.
• Collaborate with Product & Quality teams to reduce repeat complaints.
• Build structured customer experience checkpoints within service journey.

3. Learning Content Development

• Design service manuals, troubleshooting guides, and repair videos.
• Develop micro-learning modules for field engineers.
• Create digital technical library for service partners & FRs.
• Build service knowledge repository (FAQs, fault codes, error handling).
• Implement certification & assessment frameworks.

4. Performance Monitoring & Capability Building

• Track service KPIs post training (FTR, Repeat Complaints, TAT).
• Conduct field audits & technical skill assessments.
• Coach underperforming service engineers.
• Prepare monthly training dashboards & service productivity reports.
• Present service training impact to leadership.

5. Cross-Functional Collaboration

• Work closely with Sales, Product, Quality & Operations teams.
• Support new product launch training for service readiness.
• Ensure service teams are aligned with product upgrades and modifications.

Functional Skills
1. Strong understanding of Field Service Operations & Technical Support
2. Expertise in troubleshooting methodology & root cause analysis
3. Knowledge of Service KPIs (FTR, MTTR, TAT, Repeat Failure Rate)
4. Experience in Service Journey Mapping & Process Standardization
5. Ability to create Technical SOPs & Diagnostic Frameworks
6. Strong data analysis capability for service performance improvement
7. Understanding of CRM/Service Management Systems
8. Capability to design certification frameworks for service engineers
Key Deliverables / KPIs

• Improvement in First-Time Resolution (FTR %)
• Reduction in Repeat Complaints
• Reduction in Service TAT
• FR Certification Completion Rate
• Service Customer Satisfaction (CSAT) Score Improvement
• Structured Service Journey Implementation

Required Skills and Competencies
1. Strong technical knowledge of hardware / electronic security products
2. Excellent training delivery & facilitation skills
3. Ability to simplify technical concepts for field teams
4. Strong analytical & problem-solving capability
5. Stakeholder management & leadership skills
6. High ownership & execution-driven mindset
7. Willingness to travel for field audits & regional training required Skills & Competencies
 B.Tech / Diploma in Mechanical / Electrical / Electronics preferred
 MBA (Operations / Service Management) preferred
 Technical Training Certification advantage

Working days : 6 Days (2nd & 4th Sat working)
Reporting time at office: 9 - 9:30 am (Check out by 5:30 pm /6 pm)
Availability : Immediate joining (For working candidate – By September end)