Technical Service Trainer - N&E

Job Title: Technical Service Trainer – North & East

Business Vertical: Customer Service

Location: Delhi NCR

Reporting To: Service Manager - North

Division/Company: ASSA ABLOY Opening Solutions India Pvt. Ltd.

Position Summary:

The position will be responsible for ensuring customization of factory provided instructions and training material to local language and delivery of technical training programs to the technicians – both in-house and franchisee. The mission of this job is to ensure that the technician team is equipped with all the technical information and skills required to meet the highest standards of customer service. The incumbent is expected to ensure this by using interactive and demonstrative methodologies so that the technicians consistently follow standard procedures and safety guidelines using specified tools and safety equipment.

Role & Responsibilities:

• Conduct a thorough analysis of the overall development needs of in-house as well as franchisee technicians, and map specific skills or knowledge gaps. 
• Plan a training calendar and schedule batches to provide training to bridge the gaps prioritized and identified
• Deliver regular training sessions in an interactive and demonstrative manner across locations in the specified region as per the planned training calendar
• Upgrade the overall technical knowledge levels of the team as well as customer handling techniques using external support as required in close coordination with HR
• Shadow technicians and service managers on the field and make regular observations of customer expectations and check the relevance of training material and programs delivered on a continuous basis
• Organize classroom-style and hands-on training on new product features, installation and service techniques
• Coordinate internal mentorship and feedback for the new service technicians and the technicians struggling with on-time delivery and performance
• Follow established processes to monitor the results of training participants using tests and practical demos and measure the impact of each training on technician’s performance through continuous customer and manager feedback
• Act as a one point contact for the Service Manager for any technical support or resolution of technical queries
• Provide technical support to build expertise in specific product repairs and new products
• Collect feedback on the training programs in standardized formats; analyze feedback to determine the effectiveness and identify areas for improvement
• To keep training records of attendance, feedback and schedules in an organized way regularly and present the same in service reviews as agreed
• To provide post-training reports and templates in agreed formats to management

Key Skills & Competencies:

• Strong customer focus and empathy to not only troubleshoot when needed but to ensure proactive mechanisms to deliver on customer delight 
• Ability to drive a team with clear goals, instructions, communication and feedback. 
• Ability to collaborate cross-functionally to own customer problems as ONE ASSA ABLOY 
• Ability to work under pressure and respond to ambiguous situations with limited information in a calm and patient manner
• Basic knowledge of MS Excel and PowerPoint 
• Good communication both verbal and written 
• Ability to prioritize tasks based on customer and business requirement 
• Passion for continuous learning
• Familiarity with different mobile operating system Android and iOS
• Ability to communicate with technicians in their local language
• Ability to travel extensively

Qualification & Experience:

• Graduate/Diploma in any stream (ITI/ Diploma/ Engineering degree in any technical field will be an added advantage)
• 4 – 5 years of relevant work experience as a Customer Service Trainer on technical products or in a similar role
• Additional experience in any relevant product sales or customer service position will be a plus
• Candidates not having the required qualification but good relevant experience may also apply

Note: This job description is not intended to be an all-inclusive list of duties and responsibilities. Rather, it is intended only to describe the general nature of the job. Employee may be expected to perform other related duties as required to meet the ongoing needs of the organization.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.