Technical Trainer

Position Summary

The Technical Support Executive oversees daily technical operations across Authorized Service Centers (ASCs) while acting as the primary technical trainer. This role ensures seamless spare parts logistics, high first-time-fix rates, fast turnaround times (TAT), and continuous skill enhancement for ASC service technicians on domestic appliance portfolio (coffee machines, air purifiers, garment care, and kitchen appliances).

Key Responsibilities

1. ASC Technical & Field Operations Management

• Monitor day-to-day ASC operational metrics including Turnaround Time (TAT), First-Time-Fix (FTF) rate, and repeat complaint percentages.
• Troubleshoot complex escalated product issues (hardware, electronic PCB components, and mechanical failures) for technicians on-site and remotely.
• Ensure compliance with Versuni quality standards, safety protocols, and warranty validation processes across assigned ASC hubs.
• Track spare parts inventory, manage consumption trends, and audit ASC part replacement accuracy to prevent misuse or delay.

2. Training & Skill Development

• Plan, prepare, and execute structured technical training programs for ASC technicians, engineers, and supervisor teams.
• Develop practical hands-on modules and standard operating procedures (SOPs) for new product launches, disassembly/reassembly, and diagnostic workflows.
• Conduct regular technical skill assessments, certifications, and refresher workshops to bridge performance gaps.
• Create and update technical training documentation, troubleshooting flowcharts, and bulletin alerts in local languages where necessary.

3. Quality Control & Feedback Loop

• Gather field failure data, defect trends, and root-cause analysis (RCA) insights to share with internal Quality Assurance and Product Development teams.
• Conduct periodic technical audits of service centers to verify tool availability, testing setup calibration, and technical adherence.

Required Qualifications & Skills

• Education: Diploma or Bachelors degree in any domain
• Experience: 3 to 5 years in technical support, ASC operations, or technical training within the consumer electronics or home appliances sector.
• Domain Knowledge: Deep familiarity with domestic appliance architecture (heating elements, motors, PCB diagnostics, pumps, and sensors).
• Skills: Strong analytical troubleshooting, ASC metric reporting, effective group presentation/training skills, and working knowledge of Service Management CRM tools (e.g., Salesforce, SAP, or custom service ERPs).
• Languages: Proficiency in English and Hindi (regional language fluency is a plus).