Senior Technical Expert

Titan Company; Bengaluru; On-site; INR 800,000 - 1,000,000; Full time

Job summary

Titan Company in Bengaluru is seeking an experienced professional to lead technical operations, equipment maintenance, recruitment and training for its optical stores. You will ensure adherence to frame, lens, eye test and fitting processes, supervise store layouts and equipment installs, and drive quality service.

Responsibilities include monitoring NPS, managing complaints, mentoring store optometrists, screening candidates, setting SMART goals, and cascading sales targets for contact lenses

Responsibilities

• Ensure adherence to technical and sales processes (frame selection, eye test, lens selection, markings and measurements, fitting, delivery) by store staff for every customer
• Review store layout and oversee installation of equipment in clinic and fitting lab in stores, prepare and send the evaluation report
• Ensure completion of service/maintenance as per standards and send the completion report
• Conduct periodic visits to stores and liaise with store optometrists and customers to track errors and report variances from defined standards for action planning
• Evaluate optometrists against defined standards and identify development areas
• Impart training to optometrists as per guidelines and plan
• Conduct assessments for participants and recommend actions based on assessment
• Evaluate stores and staff for process adherence, inventory, etc. and drive LMS usage and impart the required trainings
• Monitor and maintain NPS scores at 2, 15, 90, 330 days, Comfort calling
• Manage complaints: root-cause analysis and resolve
• Sharing of learnings
• Implementation of learnings and Kaizens
• Systemic solutions for repetitive complaints
• Provide a point of view regarding interest areas, development areas and career aspirations of store optometrists for engagement
• Screen candidates (lateral and campus) based on resumes and conduct preliminary assessments
• SMART goals and periodic reviews
• Cascade sales targets for contact lenses, powered sunglasses, bifocal to PAL, eye test volume, etc. from corporate to individual store optometrists
• Monitor and drive sales to ensure targets are met and undertake corrective actions
• Five years of relevant experience with at least 2 years in training / operations

Job description

Role & responsibilities

Technical operations & equipment maintenance

1. 1. Ensure adherence of technical & sales processes (frame selection, eye test, lens selection, markings & measurements, fitting, delivery) by the store staff for every customer
2. 2. Review the store layout & oversee the installation of the equipment in clinic & fitting lab in the stores, prepare and send the evaluation report based on the same.
3. 3. Ensure the completion of the service/maintenance as per satisfactory standards, prepare and send the completion report based on the same.
4. 4. Undertake periodic visits to the stores and liaison with the store optometrists and customers to track the errors and report the variances observed from the defined standards for action planning

Recruitment & Training

1. 1. Evaluate the optometrists on their capability / alignment with the defined standards and identify areas of development
2. 2. Impart training to the optometrists as per the defined guidelines and the plan
3. 3. Conduct assessment for participants and recommend appropriate actions based on the assessment
4. 4. Evaluate the stores and the store staff for process adherence, skill inventory, etc. and drive LMS usage and impart the required trainings as per the requirements

Customer experience & Complaint management

1. 1. Monitor & maintain NPS scores for 2, 15, 90, 330 days, Comfort calling
2. 2. Manage complaints: Root-cause analysis & resolve.
3. 3. Sharing of learnings
4. 4. Implementation of learnings & Kaizens
5. 5. Systemic solutions for the repetitive complaints

People Management

1. 1. Provide a point of view regarding the interest areas, development areas, career aspirations, etc. of the store optometrists for identifying avenues of engagement with them
2. 2. Screen the candidates (lateral and campus candidates) based on their resumes and conduct preliminary assessment of the candidates as per the prescribed guidelines
3. 3. SMART goals & periodic reviews

Sales : Optometry : Sales Management

1. 1: Cascade the sales target for contact lenses, powered sunglasses, bifocal to PAL, eye test volume, etc. from the corporate to the individual store optometrists
2. 2: Monitor and drive sales to ensure that the targets are met and undertake corrective actions

Preferred candidate profile

5 years of relevant experience with at least 2 years in training / operations