Regional Training and Technical Support Manager

Found in: Whatjobs IN C2 - 3 weeks ago

gurugram, India Nothing Full time

Who are we?

Here at Nothing, we're building a world where tech is fun again. Remember a time where every new product made you excited? We're bringing that back.

To get there we're gathering the creative and the curious. Those that are passionate enough to question the old and embrace the new. In return, you'll be part of a movement. Contributing to a global ecosystem of products that bring joy to people's lives.

In less than four years, we’ve sold over 2 million products worldwide, including Phone (1), which was listed on Time Magazine's Best Inventions of 2022 for Innovative Smartphone Design. In 2023, we released two second-generation products: the powerful audio companion Ear (2) and the highly anticipated Phone (2), marking our US debut. We also launched CMF by Nothing, our sub-brand focused on making wonderful design accessible to all. In March 2024, we welcomed our third smartphone, Phone (2a). A powerfully unique device that enables even more people to experience the best of Nothing innovation.

Our Culture

Radical spirit drives everything we do and spans seven offices around the globe. Our 4 core values sit at the heart of everything we do:

Be the change - we are proactive, action orientated and drive change, stepping outside of our comfort zone

Pride in the product - we obsess over detail, always improving and staying curious about tech and the world

Thrive on Diversity - we welcome differences, listen & communicate with respect and collaborate to build strong teams

Survive - we empower everyone to act as an owner and understand the business as a whole which leads to delivering exceptional results

If that sounds like something you'd like to be part of, read on...

The Role:

We are looking for an enthusiastic and seasoned Regional Training and Technical Manager. The incumbent will be responsible for managing customer service for the North region in India. 

What you’ll do:

To manage technical support, in coordination with Software, Hardware, product and testing teams. To manage field technical KPIs and maintain as per the company standard: Repeat repair Correct spares consumption Cost per call Consumption of spare parts per incident, etc. Productivity output of technical. To manage technical and process training for service partners, ASCs and the contact centre. Conduct monthly assessments for the evaluation. Responsible for quality samples and logs collection from the field. Responsible for NPI preparation for upcoming launches. Preparation of FFR (Filed fault report) and coordination with the R&D team for product quality improvement. Process bulletin, technical bulletin and FAQ creation. Regular audit of the service partners, ASCs and the warehouse. Audit of field return devices and spare parts. Driving customer satisfaction.

What we are looking for:

Strong technical experience in the Consumer electronic industry (minimum 07 years) with a proven and successful track record. At least a Diploma or Bachelor’s Degree Significant experience in developing and working with highly technical systems geared towards optimizing Customer Service Operations and Service deliveries. Effective planning and efficient execution are key to the role. Good Communication skills.

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