AM-Technical Trainer

Unicorn Denmart; New Delhi; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Unicorn Denmart in Delhi is seeking a Technical Training Manager to strengthen service capabilities through leadership, troubleshooting support, engineer training, documentation, and OEM coordination. The role covers improving product knowledge, service quality, and engineer competency.

Key duties include managing technical escalations, conducting induction and refresher trainings, creating service and troubleshooting manuals, and coordinating with international OEMs for product improvements.

Qualifications

• 10+ years in installation, service, maintenance and technical support of medical/dental equipment.
• Experience leading field service engineers and technical support teams.
• Strong troubleshooting and customer complaint resolution experience.
• Hands-on with coordinating international OEMs and manufacturers.
• Experience in training, mentoring and capability development of service teams.

Responsibilities

• Technical Escalation Management: provide advanced support to engineers and coordinate with OEMs.
• Training & Capability Development: conduct induction and refresher trainings and assess competency.
• Technical Documentation & Knowledge Management: create manuals and maintain knowledge repository.
• Product Quality Improvement & OEM Coordination: document failures and drive product improvements with OEMs.

Skills

Technical Troubleshooting

Escalation Management

Training & Mentoring

Documentation & Reporting

OEM Coordination

Analytical & Problem-Solving

MS Office

Education

B.Tech / B.E. in Electronics & Communication, Mechanical, Biomedical, Instrumentation or related Engineering

Tools

MS Office

Job description

Job Role :

Technical Training Manager will be responsible for strengthening the organizations technical service capabilities through technical leadership, troubleshooting support, engineer training, technical documentation, and OEM coordination. The role will ensure continuous enhancement of product knowledge, service quality, and engineer competency across the organization.

Key Responsibilities :

1. Technical Escalation Management

• Provide advanced technical support to service engineers through remote assistance and onsite intervention whenever required.
• Handle critical equipment breakdowns and complex technical escalations.
• Coordinate with OEM technical teams to ensure timely resolution of technical issues.
• Analyze recurring customer complaints and identify root causes and corrective actions.
• Review spare-part failures and elevate validated cases to OEMs after detailed analysis.
• Identify locally available alternatives for frequently used spare parts wherever feasible.
• Monitor recurring technical failures and implement long-term corrective solutions.

2. Training & Capability Development

• Conduct induction training programs for newly joined service engineers.
• Organise periodic refresher training programs covering troubleshooting techniques and product knowledge.
• Coordinate OEM-led technical training sessions.
• Assess engineers competency levels and identify training requirements.
• Develop product-specific training plans based on skill gaps and performance analysis.
• Mentor and guide engineers to improve technical effectiveness and customer service standards.

3. Technical Documentation & Knowledge Management

• Develop and maintain troubleshooting manuals for all product categories.
• Prepare technical documentation for newly launched products.
• Create Service Manuals, Training Manuals, Troubleshooting Guides and CAPA documentation.
• Maintain a centralized technical knowledge repository.
• Maintain product-wise engineer competency records and capability matrices.

4. Product Quality Improvement & OEM Coordination

• Identify and document recurring product failures and technical issues.
• Consolidate technical feedback received from the field and share with OEMs.
• Work with OEMs on product improvement, design modifications and quality enhancement initiatives.
• Support implementation of product upgrades and serviceability improvements.

Desired Qualification & Experience

• Minimum 10 years of experience in installation, service, maintenance and technical support of medical and/or dental equipment.
• Experience in managing field service engineers and technical support teams.
• Strong troubleshooting and customer complaint resolution experience.
• Hands-on experience in coordinating with international OEMs, principals and manufacturers.
• Experience in training, mentoring and capability development of service teams.
• Strong technical understanding of electronics, electromechanical systems, pneumatics, sterilization equipment and radiology equipment.
• B.Tech / B.E. in Electronics & Communication, Mechanical, Biomedical, Instrumentation or related Engineering discipline.

Key Competencies

• Technical Troubleshooting & Diagnostics
• Technical Training & Presentation Skills
• Technical Documentation & Reporting
• CAPA & Root Cause Analysis
• OEM Coordination & Vendor Management
• Team Leadership & Mentoring
• Analytical & Problem-Solving Skills
• Excellent Communication Skills
• MS Office & Technical Reporting