Job Description:

Role : Training Lead – Service (FR Training and Service Journeys)
Positions : 1 Opening (Role Based out of - Gurugram)
Type : Full Time, Work from Office
Reporting to : Head – Service / Head – L and D
Experience : 7–12 years of relevant experience (Service Training, Technical Training, Field Service Operations, L and D)

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 pr

📌 Training Lead- Service (Delhi)
🏢 Talent Leads Consultants
📍 Delhi