Manager - Training

• Champion training process and its effective implementation and tracking to sales and service organizations (direct and distributors) globally to enable achieving intended sales and service organizations result outcomes.

Key Stakeholders

Internal

• Head- GPMO/Product and Aftermarket Heads
• Develop a robust, industry best training process with metrics to measure success for both sales and service teams globally.
• Create state-of-the art training materials (tools, platforms) for all target regions globally.
• Enable all regions to create and manage training roster for sales and service teams and track their progress towards achieving the result outcomes of the corresponding stakeholders.
• Direct Sales and service Teams
• The training process shall ensure that the sales team effectively and enable the result outcomes.
• The training material and platform shall be user-friendly with appropriate assessments and progression.
• The training process shall ensure that the service team effectively address the service needs and enable the result outcomes.
• The training material and platform shall be user-friendly with appropriate assessments and progression.

External

• Distributor Sales and Service Teams
• Same as Direct Sales and Service Teams
• End customers
• Improved customer experience in buying and after sales processes.
• Proper selection and positioning of the product that will ensure reliability, performance, and pricing needs.
• First-time right on service
• Industry leading uptime
• Distributor Principals
• Enable distributors to maximize profitability.

Key Expectations of Stakeholders

Result Outcomes to achieve expectations

Head - GPMO/ Product and Aftermarket Heads

• Develop a robust, industry best training process with metrics to measure success for both sales and service teams globally.
• Create state-of-the art training materials (tools, platforms) for all target regions globally.
• Enable all regions to create and manage training roster for sales and service teams and track their progress towards achieving the result outcomes of the corresponding stakeholders.
• Ensure complete training to all sales and service personnel to enable improving the metrics in sales and service verticals globally.
• Ensure effective, user-friendly training delivery to all sales and service personnel globally.
• Create, track, and manage trainee rosters to meet the objectives and perform assessment of the training effectiveness.

Sales and Service Teams (Direct and Distributor)

• The training process shall ensure that the sales team effectively and enable the result outcomes.
• The training material and platform shall be user-friendly with appropriate assessments and progression.
• The training process shall ensure that the service team effectively address the service needs and enable the result outcomes.
• The training material and platform shall be user-friendly with appropriate assessments and progression.
• Improved customer experience in buying and after sales processes.
• Proper selection and positioning of the product that will ensure reliability, performance, and pricing needs.
• First-time right on service
• Industry leading uptime
• Enable improved win rate from xx% to yy%
• Enable improved price and margin realization per the set targets
• Reduced field failures due to wrong selection or sizing of a product
• Enable industry leading FTR and TTR
• Value added, after sales revenue to improve from xx% to yy%
• Customer Satisfaction (CSAT) on service support to improve from xx% to yy%

End Customers

• Enable improved CSAT from xx to yy
• Enable improved win rate from xx% to yy%
• Enable industry leading FTR and TTR

Distributor Principals

• Enable distributors to maximize profitability
• Enable lowest "time" and therefore "cost" to service in the industry

Result Outcomes to achieve expectations

Sales

• Enable improved win rate from xx% to yy%
• Develop industry-best and user-friendly training process that ensures appropriate content creation, use of industry best tools and platforms.
• Enable improved price and margin realization per the set targets
• Create levels of training and establish frequency of training as required
• Effective delivery of training content through all required modes
• Reduced field failures due to wrong selection or sizing of a product
• Track and measure progress of the sales personnel

Service

• Enable industry leading FTR and TTR
• Value added, after sales revenue to improve from xx% to yy%
• Develop industry-best and user-friendly training process that ensures appropriate content creation, use of industry best tools and platforms.
• Create levels of training and establish frequency of training as required.
• Customer Satisfaction (CSAT) on service support to improve from xx% to yy%
• Effective delivery of training content through all required modes
• Track and measure progress of the service personnel

Desired Qualification

• Bachelor's degree in Mechanical Engineering, Industrial Engineering, or a related field.

Desired Experience

• 8-16 years of experience in technical L&D, sales or after market areas or technical selling/service training experience globally.
• Preparation and delivery of training content globally
• Preparation of technical training framework for a B2B industrial machinery
• Experience in measurement of training effectiveness