MD Gulfam Hussain
Technical Process Trainer
Dhanbad
Summary
Passionate and adaptable technical trainer with 8 years of hands-on experience in the home appliance sector, including roles as Technical Support Trainer, Process Trainer, Field Engineer, and CRM associate. Known for my ability to break down complex technical concepts into easy-to-understand training for technicians and support staff. I am patient and always strive to understand my audience first, tailoring my approach to ensure effective learning and long-term retention. I stay updated with emerging technologies in my field and consistently refresh my technical knowledge to provide accurate, up-to-date training and support. Looking to contribute my skills in a forward-thinking company that values continuous improvement and technical excellence.
Overview
8
8
years of professional experience
2021
2021
years of post-secondary education
3
3
Languages
Work History
Technical Support Trainer
Carrier Midea India Pvt Ltd
01.2022 - Current
- Company Overview: Under Sinelogix Technology pvt limited
- With 7 years of experience as a Technical Support Trainer, I have specialized in delivering comprehensive technical training to technicians on air conditioning systems and their components, strictly adhering to company guidelines.
- My role has included providing in-depth knowledge of home appliances such as LED TVs, refrigerators, washing machines, and both domestic and commercial air conditioning units.
- I ensure that trainees are well-versed in safety protocols, proper tool usage, and the functional understanding of each appliance, enabling them to deliver efficient and safe service in the field.
Technical Process Trainer
Teamlease Pvt Limited
01.2020 - 01.2022
- Company Overview: For Johnson Hitachi Perfect Cool service
- As a Technical Process Trainer For Johnson Hitachi Perfect Cool service with extensive experience in home appliances and domestic equipment—including refrigerators, TVs, washing machines, and air conditioners from leading brands like Hitachi, O General, and Daikin—I have provided detailed training on the parts, functions, and troubleshooting processes in line with each company's policies.
- My training also emphasizes critical safety measures during installation and repair work.
- In addition to technical instruction, I focus on developing soft skills by teaching technicians how to conduct themselves professionally in customer homes, uphold strong work ethics, and follow core office values such as punctuality, responsibility, respect, and clear communication, ensuring a well-rounded and customer-focused service approach.
Technical Assistant
Tech Mahindra
01.2019 - 01.2020
- As a Technical assistant, my role involves overseeing office operations and coordinating with technicians to ensure smooth CRM management.
- I am responsible for training Customer Care Officers (CCOs) and system operators on new CRM updates, ensuring they understand how to effectively manage and utilize the company’s CRM platform.
- Additionally, I provide technical training on new products, covering their functions, features, and roles to keep technicians up to date.
- I also deliver hands-on training for the installation and operation of home appliances, including LED TVs, refrigerators, washing machines, and both domestic and commercial air conditioning units, ensuring our team delivers expert service and support to customers.
Field Engineer
Samsung Service Centre
01.2018 - 01.2019
- Company Overview: Dhanbad
- As a Field Engineer with extensive hands-on experience, I have worked as a service technician specializing in the installation, demonstration, and repair of home appliances, including air conditioners, LED TVs, washing machines, refrigerators, and geysers.
- My role has involved conducting detailed product demonstrations for customers, performing part replacements, routine servicing, and diagnosing technical issues across a wide range of models.
- With a strong understanding of appliance functions and internal components, I ensure accurate, efficient repairs and professional customer support, both on-site and during follow-up service visits.
Customer Service Associate
Blue Star Service Center
01.2017 - 01.2018
- Company Overview: Dhanbad
- Ensuring that ASC's operate in consonance with the laid-down service guidelines / standards.
- Service SLAs must be achieved - TAT%, CSAT%.
- Ensuring availability of tools, spare parts, equipment's at the ASC's.
- Analyze turnaround time of complaints on monthly basis.
- Maintain the Job Sheet at ASC's.
- Auditing warranty claims & to escalate any deviation and take appropriate action.
- ASC bill timely submission to HO for fast payments.
- Maintain excellent customer satisfaction and review support tickets for appropriate resolution.
- Give the right information about the product and update about delivery of products and goods.
- Maintain Data of each customer.
- Keep records of customer interactions process customer accounts and file documents.
Education
Matriculation -
Dhanbad City School
Diploma in Mechanical Engineering - undefined
Al-kabir polytechnic
01.2014 - 01.2017
Graduation - English Honors
Shanghai International University
01.2017 - 01.2021
Diploma in Computer Applications - undefined
Sai Softnet Computer Education
Skills
- MS Excel
- Customer centric and data processing
- CRM Management
- Teams
- Google Meeting
- MS Office
- MS Suites
- Leadership
- Planning and execution
- Decision Making
- Problem solving
- Managing cross-functional teams
- 100% Workflow Development
Accomplishments
- 02/2022, Certificate of Participation, Participation in the HCFC phase out management plan (HPMP) stage II refrigeration and air conditioning technical training workshop.
- 06/2019, Certificate of Achievement, Service Engineer Achievement certificate by Carrier Midea India Ltd for East Zonal Technical Support Engineer for Exceptional Customer Service.
- 05/2017, Certificate of Participation, Certificate of participation in an annual science exhibition organized by school management.
Interests
Gardening
Travelling
Social Interaction
Personal Information
- Date of Birth: 02/15/98
- Nationality: Indian
- Marital Status: unmarried
Timeline
Technical Support Trainer
Carrier Midea India Pvt Ltd
01.2022 - Current
Technical Process Trainer
Teamlease Pvt Limited
01.2020 - 01.2022
Technical Assistant
Tech Mahindra
01.2019 - 01.2020
Field Engineer
Samsung Service Centre
01.2018 - 01.2019
Customer Service Associate
Blue Star Service Center
01.2017 - 01.2018
Graduation - English Honors
Shanghai International University
01.2017 - 01.2021
Diploma in Mechanical Engineering - undefined
Al-kabir polytechnic
01.2014 - 01.2017
Diploma in Computer Applications - undefined
Sai Softnet Computer Education
Matriculation -
Dhanbad City School
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