Require Sr. Manager Sales & Service Training, Gurgaon (Hindware Ltd.)

Hindware; Gurugram District; On-site; INR 450,000 - 750,000; Full time

Job summary

Hindware in India invites a Training Content Developer to design and deliver end-to-end training materials for service teams across the country. You will create experience-based learning content, plan weekly and monthly trainings, and coordinate with field teams to ensure timely releases.

The role requires strong documentation, the ability to analyse data and feedback, and the capability to draft SOPs and technical guidelines for service centers, enabling improved field operations and technical

Responsibilities

• Design and develop experience-based training content (product decks, competition sheets, refresher material).
• Prepare training content in PPTs, pitches, demos, one-pagers, videos and e-learning material.
• Manage end-to-end content release for projects per guidelines and timelines.
• Coordinate with State Team to develop training content as needed.
• Ensure market awareness reflected in learning material: style, terminology, conciseness.
• Field visits to identify gaps and convert learnings into ready-to-use content.
• Create weekly and monthly training calendars to schedule sessions.
• Collate data, analyze results and plan improvements with the training team.
• Develop plans to upskill technicians (L1–L4 repairs) and track outcomes.
• Analyze brand claims data and RCA to identify training needs at various levels.
• Perform periodic training needs analysis and evaluation of effectiveness.
• Draft SOPs and technical guidelines for Hindware service centers.
• Audit defective spares against SOPs and confirm correct diagnosis.
• Create step-by-step diagnosis and resolution docs with QA checks.
• Provide remote technical assistance and ensure complete issue resolution.
• Publish MIS/reports and present insights to management on field quality.
• Collaborate with cross-functional teams to implement corrective actions.
• Share detailed spare parts failure analyses with production/quality teams.

Job description

Role & responsibilities:

A. Training Content Development

• Design and develop experience-based learning course content such as product training deck, competition comparison, product refresher content, etc.
• Prepare and monitor multiple training content in form of PPTs, sales pitch, demonstration process & competition one pager, internal product promotion material, video, snippets & online learning material.
• Manage end to end responsibility of a Project with releasing content as per guidelines & timelines as defined.
• Coordination with State Team for developing Training Content as & when required.
• Understanding of market to ensure order, conciseness, style, and terminology in all learning material.
• Spend time on field to understand the gaps and incorporate the learnings as ready to use content for national level.

B. Training Planning & Execution.

• Make the colander on weekly & monthly basis to scheduling the trainings.
• Collate information, analyze data and prepare action plan with training team to improve technical skills at different levels.
• Create & execute plan to enhance technician skills with expertise in L1, L2, L3 and L4 level repairs.
• 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.
• Conduct periodic training need analysis
• Conduct the evaluations to monitor the effectiveness of the training

C. Making the SOPs or training and repair services

• Create SOPs & Technical guidelines for Hindware service centers in line with Brand requirements and implement in field in collaboration with Field Service Operations team.
• Audit the reported defective spares and check if diagnosis is correct and in line with the SOPs or Technical guidelines.
• Create step by step process document for diagnosis and resolution with Quality check to enhance productivity, FTF for respective product category.
• Design Technical documents, guidelines, SOPs, DOA policies for various product categories for different type of services
• 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

• MIS/Reports publishing and presentations to management on ways to improve quality of field operations and technical diagnosis
• Interact with Cross functional teams and ensure necessary corrective actions are taken
• MIS/Reports publishing and presentations to management on ways to improve quality of field operations and technical diagnosis.
• 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.

Preferred candidate profile

'Sservice Training' professional with PAN India level experience and a proven track record in high-performing team leadership.