Job Description:

Your Role and Responsibilities

1. FR (Field Representative) Technical Training

- Design and implement structured FR onboarding programs (30-60-90 day plans).
- Conduct in-depth technical training on installation, troubleshooting, repair & maintenance of:
- Digital Locks, Safes, Door Hardware, Glass Fittings, Access Control Systems
- Develop troubleshooting manuals & technical SOPs.
- Create product-wise certification programs for service engineers.
- Conduct periodic skill upgradation and refresher training programs.
- Travel pan india to conduct training sessions for Training Am’s technicians & Vendors

2. Service Journey Design & Optimization

- Map and standardize complete service lifecycle (Complaint to Closure).
- Define Service SOPs, Escalation Matrix & TAT benchmarks.
- Improve First-Time Resolution (FTR) metrics.
- Identify service gap areas using complaint data & root cause analysis.
- Collaborate with Product & Quality teams to reduce repeat complaints.
- Build structured customer experience checkpoints within service journey.

3. Learning Content Development

- Design service manuals, troubleshooting guides, and repair videos.
- Develop micro-learning modules for field engineers.
- Create digital technical library for service partners & FRs.
- Build service knowledge repository (FAQs, fault codes, error handling).
- Implement certification & assessment frameworks.

4. Performance Monitoring & Capability Building

- Track service KPIs post training (FTR, Repeat Complaints, TAT).
- Conduct field audits & technical skill assessments.
- Coach underperforming service engineers.
- Prepare monthly training dashboards & service productivity reports.
- Present service training impact to leadership.

5. Cross-Functional Collaboration

- Work closely with Sales, Product,



Quality & Operations teams.
- Support new product launch training for service readiness.
- Ensure service teams are aligned with product upgrades and modifications.

Functional Skills
1. Strong understanding of Field Service Operations & Technical Support
2. Expertise in troubleshooting methodology & root cause analysis
3. Knowledge of Service KPIs (FTR, MTTR, TAT, Repeat Failure Rate)
4. Experience in Service Journey Mapping & Process Standardization
5. Ability to create Technical SOPs & Diagnostic Frameworks
6. Robust data analysis capability for service performance improvement
7. Understanding of CRM/Service Management Systems
8. Capability to design certification frameworks for service engineers
Key Deliverables / KPIs

- Improvement in First-Time Resolution (FTR %)
- Reduction in Repeat Complaints
- Reduction in Service TAT
- FR Certification Completion Rate
- Service Customer Satisfaction (CSAT) Score Improvement
- Structured Service Journey Implementation

Required Skills and Competencies
1. Strong technical knowledge of hardware / electronic security products
2. Excellent training delivery & facilitation skills
3. Ability to simplify technical concepts for field teams
4. Strong analytical & problem-solving capability
5. Stakeholder management & leadership skills
6. High ownership & execution-driven mindset
7. Willingness to travel for field audits & regional training required Skills & Competencies
 B.Tech / Diploma in Mechanical / Electrical / Electronics preferred
 MBA (Operations / Service Management) preferred
 Technical Training Certification advantage

Working days : 6 Days (2nd & 4th Sat working)
Reporting time at office: 9 - 9:30 am (Check out by 5:30 pm /6 pm)
Availability : Immediate joining (For working candidate – By September end)

📌 Product Trainer (FR Training and Service Journeys), Delhi EC
🏢 Talent Leads Consultants
📍 Delhi