Technical Services Manager

hace 3 días


San Vicente Ferrer, Colombia Royal Enfield A tiempo completo

Job Requirements

Position title

Technical Services Manager - Latin America Distribution Markets (LAD)

Reports to

Lead Service - LAD

Job grade

Deputy Manager

Location

Bogota

Job Purpose

The Technical Services Manager for LAD will provide the highest quality motorcycle training to our dealership technicians and customers through a blended learning approach. You will be responsible for training, product feedback and warranty management. You will support in executing the service strategy roadmap for the region.

Key Responsibilities

Technical training
- Impart product technical training on new models, refresher courses to channel partners.
- Conduct new channel partner Training which includes warranty uploading, Spare parts ordering, understanding Electronic Parts Catalog (EPC), System & Process.
- Conducting competency tests to identify training needs of channel partner personnel.
- Implement best practices amongst the channel partners to constantly improve workshop operations and report back to the factory for results and course correction.
- Design, develop and implement a new era technical training strategy
- Lead technical recognition program development and deployment
- Lead Learning Management System (LMS) development, deployment, and expansion
- Lead Instructor Lead training (ILT) course development and delivery

Technical publications management and development
- Responsible to draft all technical dealer communications
- Design, organize and manage a dealer Service Excellence resource portal

Warranty and Technical Service Support
- Gain a real time understanding of current dealership technical challenges with our products. Incorporate findings into training.
- Monitoring field complaints, quality issues and share field observation reports to the team in India and work for resolution.
- Warranty administrations and failed part inspection at channel partners
- Provide support related to technical service and warranty analysis from time to time.

Technical Functions
- Participate in quality improvement meetings and initiatives
- Assist team and dealership technicians to improve mechanical aptitude.

Other Duties
- Special projects as assigned.
- Execute and implement best in class customer excellence processes and programs in line with brand’s overall vision practices to improve experience for customers across channels including reporting of services against Standard Operating Procedures (SOPs) and standards.
- Responsible for specific customer excellence tool-kits, assets and materials in line with brand guidelines for dealers and field teams, wherever needed. This will include technical publications, workflows, Do It Yourself (DIY) videos, manuals, and collaterals.
- Provide support for new launches/ relaunches from all perspectives and work closely with the internal stakeholders to develop required systems, processes and collateral to ensure service readiness

Work Experience

Education

Completion of a motorcycle training program with a valid motorcycle license.

Experience
- 10 years motorcycle technical training experience in Curriculum development and deployment
- Experience in Instructor-Led Training (ILT) delivery, LMS course development and Mechanical aptitude.



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