Kindly find below detailed job responsibilities and required skills and qualifications.
Location : Western region
1. Technical Support
- Provide L2/L3 support for complex technical cases [Washing Machines, Dishwashers, Refrigerators, ACs, Built-in Ovens, Gas Cookers, and Dryers ]escalated from service engineers.
- Diagnose and resolve technical issues efficiently across multiple product categories.
- Guide technicians with advanced troubleshooting methods and best practices.
- Prepare and circulate service bulletins, troubleshooting guides, and technical notes.
- Ensure compliance with safety and service standards during repairs.
2. Reclaim Job Reduction & Data Analysis
- Analyze field data and service reports to identify repeat repair cases (reclaims).
- Conduct root cause analysis and implement corrective actions to minimize reclaim jobs.
- Create dashboards and periodic reports highlighting reclaim trends and improvement areas.
- Collaborate with R&D/Quality teams to escalate design or recurring product issues.
3. Training & Development
- Design, prepare, and deliver training programs (theory + practical).
- Train service engineers and technicians on installation, diagnostics, and repair techniques.
- Conduct hands-on sessions for Washing Machines, Dishwashers, Refrigerators, ACs, Built-in Ovens, Gas Cookers, and Dryers.
- Evaluate technician performance, provide feedback, and certify skill levels.
- Plan and execute induction training for new hires and skill-up sessions for existing staff.
4. Knowledge Management
- Develop and maintain a technical knowledge base for troubleshooting and service standards.
- Share updated service procedures, repair tips, and safety instructions with the service network.
- Support cross-functional teams with product knowledge and technical insights.
Qualifications & Experience
- Bachelor’s degree / Diploma in Electrical, Mechanical, or Electronics Engineering.
- Minimum 5 years’ experience in Home Appliances Technical Support & Training.
- Proven track record in reclaim job reduction and technical data analysis.
- Strong knowledge of Washing Machines, Dishwashers, Refrigerators, Air Conditioners, Built-in Ovens, Gas Cookers, and Dryers.
Skills & Competencies
- Advanced troubleshooting and problem-solving skills.
- Strong analytical and reporting ability (Excel/BI tools preferred).
- Excellent communication, presentation, and training delivery skills.
- Ability to develop structured training content and service documentation.
- Team leadership and mentoring capability.
- High commitment to customer satisfaction and service quality.
