Role Summary Responsible for delivering hands-on technical training, conducting On-the-Job Training (OJT), and upskilling dealership technicians on premium motorcycle systems, product modifications, and new launches. This role leads technical diagnosis, ensures "First Time Right" service quality, resolves complex escalated field complaints, and serves as the primary technical interface between field teams, service engineering, and product quality.
Key Responsibilities
Technical Training & Capability Development
Design, coordinate, and execute On-the-Job Training (OJT) and structured hands-on technical coaching for dealer technicians on new products, modifications, and updates.
Conduct "Train the Trainer" programs and lead skill evaluation/certification frameworks for dealership technical staff.
Upskill technicians on advanced electrical diagnostics, engine overhauls, electronic control systems, and diagnostic tool utilization.
Field Technical Support & Quality Assurance
Provide expert on-site technical support for complex and critical issues across Super Premium & Norton products.
Diagnose and resolve non-repetitive, high-severity, and escalated field technical complaints to drive "First Time Right" service standards.
Drive field compliance for product enhancements, software updates, recalls, and technical service actions.
Technical Interface & Product Feedback
Serve as the central technical liaison between Dealerships, TM-Service, and Product Engineering/Quality teams.
Systematically capture, structure, and escalate field feedback, recurring defect patterns, and serviceability insights to Engineering for product quality improvements.
Assist in new product validation, launch readiness, and serviceability studies to evaluate ease of maintenance before market rollout.