Service Training Head

About the role

The Service Training Head will lead and integrate the end‑to‑end service training ecosystem for Havells & Lloyd, covering field technicians, service partners, and contact‑center teams. The role aims to improve first‑time resolution, on‑call resolution, and overall consumer experience while reducing repeat complaints and service costs.

Key responsibilities

• Define and govern a unified national service training strategy and build a Service Excellence Academy.
• Identify training needs using repeat‑complaint data, warranty trends and call‑center escalations, aligning with business KPIs.
• Own the full lifecycle of training content, creating SOPs, troubleshooting guides, job aids and digital modules.
• Develop on‑call resolution enablement for contact‑center agents, including scripts, decision trees and knowledge‑base content.
• Design and deliver blended learning programs, manage train‑the‑trainer initiatives and oversee the external training ecosystem.
• Lead the Learning Management System (LMS) and digital learning platform, handling content hosting, certifications and analytics.
• Establish certification frameworks, measure learning impact and continuously improve based on field feedback.
• Collaborate cross‑functionally with Field Service, Product, Quality, R&D, Manufacturing, IT and Marketing communications.

Required profile

• 18‑20+ years of experience in consumer electrical/appliance service training.
• Proven pan‑India leadership in training, LMS management and blended learning.
• Strong background in technical training, curriculum design and capability building.
• Engineering graduate preferred; MBA or L&D certification is a plus.

Required skills

• Learning Management System (LMS) implementation and administration.
• Digital content creation and e‑learning module development.
• Curriculum design and certification framework development.
• Blended learning delivery (classroom, hands‑on, mobile‑based).