Senior Manager - Customer Care, PV

Purpose of the Role
To deliver technical training to Channel Partner service manpower through effective utilization and maintenance of RTC resources in order to build the competency of our Channel Partner service manpower within policy guidelines.
Job Responsibility

• Ensure Training Centre seat utilization on a monthly basis for the technical courses conducted (% of seats utilized).
• Ensure Trainer Utilisation on monthly basis for the courses conducted (no of days/month).
• Ensure trained manpower of Channel Partners by delivering training courses at the Training Centre (No of Channel Partner manpower trained).
• Carry out On-Job Assessment for a target set of workshop manpower for Level-1 and Level-2 certification (Numbers assessed).
• Timely execution of Prelims and Regional/Zonal rounds of SkillNext with quality (Timeline).
• Ensure 5S score of > 85% for the Training Centre, every Quarter (5S Score).
• Obtain inputs from field service team regarding region specific training needs, and share the same with ATC Pune for receiving relevant training course content (As per business requirement).
• Impart need-based technical training to institutional customers, fleet customers and training institutes on our products (As per business requirement).
  
• Maintain training nominations, training attendance, training scores on LMS (Learning Management System), and send monthly reports to Head-ATC for review and corrective action.
• Maintain training equipment, tools, instruments and aggregates for repetitive usage.
• Make and share annual capital budget requirements and other training resource requirements with RO/ZO and Lead ATC.
• Communicate with concerned service provider and Regional Office for ensuring RTC agreement renewals and administrative matters related to RTC infrastructure like safety, canteen facility, hygiene and training consumables (Timeline).
• Assess the quality of training being imparted by the contract trainer in H1 and H2, and give necessary feedback, coaching, and technical inputs to contract trainer (Assessment score)
  

Stakeholder Profiles & Nature of Interactions
Internal
Regional Office / Zonal Office : MIS on Regions training performance and action for improvements (Monthly).
ATC team : Course content, MIS, LMS matters, technical updates (Monthly).
External
RTC Service Provider : Upkeep of RTC infrastructure and related administrative matters (as per business requirement).
Channel Partners : Nomination and training of service manpower (Weekly).
Aggregate Suppliers : Technical Training (as per business requirement).
Fleet Customers, Training Institutes, Vendors : Need based technical training (as per business requirement).
Desired Candidate Profile

• Bachelor of Engineering (Mechanical / Electrical) with minimum 5 years of experience in Automobiles.
  

Skills & Competencies

• Technically strong and passionate
• Ability to Train, coach and upskill manpower of Channel Partners
• Administrative skills