Manager Technical Training and Service Support(Only from AC Industry) Company: Helium Smart Air Private Limited

Location:
Jaipur, with travel to service partner locations as required

Experience:
8+ years in air conditioning, refrigeration or appliance after-sales service, including substantial experience in technical training and service support About Helium Helium is a consumer air conditioning brand founded by IIT Kanpur alumni and backed by a top-tier VC fund. We are building energy-efficient, intelligent cooling solutions supported by reliable installation, service and customer support. Role Overview We are looking for an experienced technical training professional to build and lead Helium s training and technical service support function. The role will focus on developing the capabilities of service engineers, installation technicians, authorised service partners and internal support teams. The person will establish training programmes, standardise installation and troubleshooting practices, support complex technical escalations and work with the product and R&D; teams to improve product reliability and service quality.

Key Responsibilities
Technical Training and Capability Development
- Design and deliver structured training programmes on AC installation, commissioning, preventive maintenance, fault diagnosis and repair.
- Develop induction and refresher training for service engineers, technicians and authorised service partners.
- Conduct classroom sessions, practical demonstrations, remote training and field coaching.
- Assess technical competency through practical evaluations and knowledge assessments.
- Establish technician certification criteria and maintain training and assessment records.
- Train customer support teams on product functionality, basic troubleshooting and technical escalation procedures. Training Content and Service Documentation
- Create training presentations, technical manuals, troubleshooting guides, service checklists and instructional videos.




- Develop standard operating procedures for installation, servicing, repair and product handling.
- Prepare technical bulletins covering recurring issues, product changes and recommended corrective actions.
- Maintain accessible, updated technical knowledge resources for internal teams and service partners. Technical Service Support and Escalations
- Provide technical guidance to field engineers and service partners for complex or unresolved service cases.
- Support root cause analysis of repeat complaints, installation failures and component issues.
- Coordinate with service operations, customer experience, R&D; and manufacturing partners to resolve technical escalations.
- Support field visits for critical cases, product investigations and technician coaching.
- Help improve first-time resolution and reduce repeat visits and resolution turnaround time. Installation Quality and Service Partner Development
- Establish installation and service quality standards across the service network.
- Conduct technical audits and identify gaps in technician skills, tools and working practices.
- Evaluate the technical readiness of new service partners and support their onboarding.
- Reinforce protected electrical practices, correct refrigerant handling and appropriate use of service tools.
- Track corrective actions arising from audits and training assessments. Product Feedback and Continuous Improvement
- Collect and analyse field failure reports, recurring complaints and technician feedback.
- Share structured findings with product and R&D; teams to support improvements in product quality and serviceability.




- Support new product launches by preparing training material and ensuring service team readiness.
- Train teams on smart AC features, connectivity, pairing and basic app-related troubleshooting in coordination with the technology team.
- Review training effectiveness using service performance and quality data. Required Qualifications and Skills
- ITI, diploma or degree in Refrigeration & Air Conditioning, Mechanical Engineering, Electrical Engineering or a related discipline.
- Strong practical knowledge of split and inverter AC systems, refrigeration cycles, electrical circuits, sensors and control systems.
- Proven experience delivering technical training to technicians, service engineers or service partners.
- Experience handling technical escalations, field troubleshooting and service quality improvement.
- Ability to convert complex technical concepts into clear instructions and practical demonstrations.
- Strong communication and presentation skills in Hindi and English.
- Ability to prepare technical documentation, analyse service reports and coordinate across teams.
- Willingness to travel for training, audits and critical field support. Preferred Experience
- Experience with an AC manufacturer, established appliance brand or large after-sales service network.
- Experience building training programmes and technician assessment systems.
- Exposure to service partner audits, field failure analysis and new product launches.
- Familiarity with connected appliances and smart AC functionality. Key Performance Indicators
- Training completion and technician certification rates.
- Improvement in post-training assessment scores.
- Installation quality and service audit scores.
- First-time resolution rate and repeat complaint rate.
- Technical escalation resolution turnaround time.
- Reduction in repeat visits and installation-related complaints.
- Timely completion of training materials and technical bulletins.

📌 Technical Training Manager (Jaipur)
🏢 Helium Smart Air
📍 Jaipur