Technical Manager

Role & responsibilities

• Develop and conduct regular technical training programs for all products.
• Build technical competency through structured learning and skill enhancement.
• Develop, maintain, and monitor the Engineer Skill Matrix and certification process.
• Conduct field audits and Root Cause Analysis (RCA) and implement corrective actions.
• Reduce repeat repairs, improve First Time Fix (FTF), and strengthen field quality.
• Develop SOPs, technical manuals, presentations, troubleshooting guides, and service checklists.
• Recommend system and process improvements based on field feedback and audits
• Provide technical support for complex field issues and ensure adherence to standards.
• Collaborate with Product, Quality, and Service teams to improve reliability and service performance.
• Monitor technical KPIs and drive continuous improvement .

Key Performance Indicators (KPIs)

• Reduction in Repeat Repair Rate, Improvement in FTF, Training Compliance, Engineer Certification, Skill Matrix Completion, Technical Audit Score, RCA Closure, SOP & Checklist Compliance, Reduction in Technical Escalations, CSAT/NPS Improvement.

Preferred candidate profile

• Strong technical knowledge of electrical and electronic systems, Tankless Water Heaters, and Heat Pump Water Heating systems.
• Excellent troubleshooting, Root Cause Analysis (RCA), and problem-solving skills.
• Ability to train, mentor, and build technical competency across service teams.
• Experience in developing SOPs, technical documentation, presentations, and conducting field audits.
• Proficiency in MS Office and CRM/service management systems, with strong communication and stakeholder management skills