The Cluster Training Manager iPlanetCare is responsible for training, coaching, and performance enablement of service center teams across the assigned cluster. The role focuses on improving service quality, productivity, customer satisfaction (CSAT), compliance, and service revenue through structured training, on-floor coaching, and performance analysis.
Key Responsibilities
1. Service Training & Enablement
- Design and deliver training programs for service advisors, technicians, and front-desk teams
- Cover areas including Apple service processes, diagnostics flow, repair quality, customer handling, and compliance
- Conduct both classroom and on-site training sessions across service centers
2. Onboarding & Certification Support
- Lead onboarding for new service hires (Advisors & Technicians)
- Ensure timely completion of mandatory certifications, SOP understanding, and tool readiness
- Support teams in meeting brand audit and compliance standards
3. Coaching & On-Floor Support
- Provide one-on-one and group coaching to improve service productivity and customer interaction
- Observe live customer interactions and repair workflows to give actionable feedback
- Act as a bridge between process guidelines and real-time execution
4. Service Performance Monitoring
- Track service KPIs such as TAT, repeat repairs, CSAT/NPS, productivity, and service revenue attach
- Identify performance gaps and deploy targeted coaching interventions
- Share cluster-level insights and improvement plans with stakeholders
5. Compliance & Process Adherence
- Ensure adherence to Apple/iPlanetCare service SOPs, safety norms, and documentation standards
- Support audit readiness and corrective action closure
- Reinforce best practices across all service locations
6. Collaboration & Stakeholder Alignment
- Work closely with Service Managers, Operations, Quality, and Training teams
- Support new service initiatives, tool rollouts, and process changes
- Align training programs with business and compliance goals
7. Continuous Learning Culture
- Promote a culture of learning, skill upgradation, and service excellence
- Stay updated on Apple service updates, tools, and repair methodologies
- Encourage knowledge sharing across service centers
Qualifications & Experience
- Bachelor's degree in Business, Engineering, or related field
- 5+ years of experience in service training, service operations, or technical enablement
- Strong understanding of consumer electronics or Apple service environment preferred
- Experience working with authorized service centers is a strong advantage
