Reliance Retail - Lead Technical Trainer - Digital Format

Reliance Retail is hiring for Lead Technical Trainer for it's Digital Format

Job Purpose:

To build, develop and deliver a training program for field engineer & field operations at National level that provides detailed technical training of the products and training certification with the training resources and tools to improve performance and deliver customer satisfaction whilst adhering to the resQ mission and core values of the company.

Job Description:

Responsibilities include but are not limited to the following :

- Conducts regular training through regional trainer across country in order to determine the most relevant and cost effective training solutions for field engineers, Service partners and field operation staff that will improve individual / team knowledge, skills and in turn resQ business performance.

- Works closely with HO Operations / Private Label team / Authorized Brands to identify the training requirements tailored to the business needs; determines the priorities and plans a 12 month rolling cycle to create a companywide training calendar.

- Technical support in service delivery process:

- Checking and analysis of repeat failures, warranty consumptions, Part failures and product failures and providing feedback

- Handling of critical complains

- Certification of engineers for service business partner support

- Technical guidance to field engineers

- Focus on cost saving through A-class part consumption reduction

- Managing the technical product training cycle from identification of training needs, designing, organizing and conducting training programs to ensure training effectiveness through periodic collection of feedback.

- Contributes to the design, development and production of training materials, documents and manuals to ensure consistency and quality of content and delivery to meet the specific needs of the training program

- Liaises with Mind's Communications Partner to ensure all training materials, documents and manuals are on brand and adhere to the brand guidelines

- Supports Regional Service Managers with recruitment activity and employee relations case work

- Evaluates and reviews training materials and tools utilized on the regions, updates as appropriate to ensure maximum effectiveness

- Understands the needs of the business to ensure legal compliance training is organized and delivered cost effectively

- Works closely with the HO Operations to ensure thorough implementation and evaluation of the training programs.

- Manages and maintains training information on the database / system for training reporting and record maintenance

- Actively participates in two way communication, sharing and exchanging relevant and timely information with resQ Teams

- Defining training policy and strategy for regions

- Preparing training material to be used by the team

- Defining National/ regional training calendar

- Ensuring the effectiveness of the training & skill built up so that the full team is trained and market ready

- Disseminating all technical information to the team

- Maintaining all technical / quality / design related documents

- Solving difficult technical / product performance problems

- Defining & ensuring service tools / equipment's availability

- Meeting budgets and targets

- Auditing the branches / Service business partners for compliances

- Supporting skill development / training initiatives in resQ service operations

Desire Candidate Profile:

- Candidate must have knowledge/ Experience on Possible Brands: Major HA & CE brands

- Customer service and repair related training, advance skills, excellent communication, MS-Office, Extremely techno savvy and capable of solving critical problems

- Excellent written and verbal communication skills

- Ability to build relationships with internal and external partners

- Ability to use MS office applications - PowerPoint, Word, Excel & Outlook

- Well developed coaching skills

- Excellent organization skills - able to priorities

- Flexible and adaptable approach

- Team Management

Seniority Level - Mid-Senior level

 Industry - Retail , Consumer Electronics , Consumer Goods

 Employment Type - Full-time

Job Functions - Training, Human Resources