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We are looking for a dynamic and self-driven individial to strengthen our field service operations through process audits, technical capability building, and continuous learning initiatives. The role requires extensive travel across assigned regions, including Tier II and Tier III cities, to work closely with Authorized Service Centres (ASCs), technicians, and field teams.
The ideal candidate should possess strong analytical skills, excellent communication abilities, and hands-on experience in technical training, process compliance, and operational audits.
Role & responsibilities
Learning & Development
Identify training needs across field operations and service partners.
Design, develop, and deliver technical, product, process, and customer service training programs.
Conduct classroom, virtual, and on-site training sessions for technicians, ASCs, and field teams.
Deliver New Product Training, Technical Refreshers, Process Refreshers, Customer Service, and HR learning modules.
Conduct Train-the-Trainer (TTT) programs.
Develop training manuals, presentations, videos, assessments, and learning materials.
Evaluate training effectiveness through assessments and field observations.
Coach and mentor technicians, supervisors, and service partners.
Coordinate onboarding and continuous learning initiatives for new and existing team members.
Process Audit & Compliance
Conduct process audits across service centres and warehouse operations.
Review SOP adherence and identify process gaps.
Perform field service audits covering operational effectiveness, compliance, inventory controls, and service quality.
Prepare audit reports with observations, Root Cause Analysis (RCA), Corrective and Preventive Actions (CAPA), and closure tracking.
Identify revenue leakages, operational risks, and process improvement opportunities.
Conduct vendor onboarding due diligence and compliance verification.
Drive process digitization and continuous improvement initiatives.
Monitor implementation of audit recommendations through follow-up audits.
Partnering & Support
Partner with field teams to improve technician capability.
Plan and execute regional training calendars.
Support technical issue resolution during field visits.
Monitor technician knowledge and certification levels.
Maintain training records, attendance, assessments, and reports.
Improve overall service quality through continuous capability development.
Preferred candidate profile
Minimum 3 years of relevant experience in Training, Field Operations, Quality, Service Audit, or Process Excellence.
