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Technical Training Program Manager

4 months ago

Pewaukee, United States Northstone, Inc. Full time
Job DescriptionJob DescriptionTechnical Training Program Manager
Oversees the company’s global technical training program. This position will serve as a subject matter expert (SME) and manage and lead all training for the global service teams, channel partners, and the Certified Technician Program. The role is responsible for developing high quality, high impact, and engaging mixed method courseware and delivering it both face-to-face and virtually to a diverse and multicultural audience. This individual will actively engage with key technical stakeholders across the company to develop a world class training program, including support of new product introductions.Responsibilities
  • Position the company as a global training leader by staying up to date on the training industry and implementing the latest training delivery methods.
  • SME responsible for determining training needs, and managing and executing training/learning plans and courses in accordance with the technical training strategic roadmap.
  • Design and develop instructional materials to support a variety of learning transfer modalities including but not limited to e-learning, micro-learning, and instructor-led training.
  • Develop and conduct specialized classes in support of the Certified Technician Program to facilitate consistent global service and allow for distributor personnel to diagnose issues quickly and effectively to support increased customer satisfaction and credibility.
  • Validate troubleshooting, testing methods, and procedures as it pertains to course development, passing information on to service engineering and technical publications to insure validated, accurate information is supplied.
  • Ensure all newly hired employees are given the appropriate level of product training based on job function.
  • Lead annual and new product specific internal trainings.
  • Partner with Service, Commercial, and Engineering to define and develop training programs.
  • Analyze past and current year training requirements to help determine training priorities and the best use of training funds.
  • Assess and monitor the effectiveness of overall training initiatives against predefined metrics; adjust training as needed.
  • Develop and maintain a competency training matrix (CTM) for all active service technicians for both the global service team and the channel partner service personnel. Identifying potential training gaps between the direct market regions and channel partners and to obtain the channel partner buy-in on an appropriate action plan.
  • Develop and manage the training budget, including the identification and application of any training grants and funds to offset training costs.
  • Evaluate and make recommendations regarding the use of a Learning Management System (LMS); implement and manage the system as approved.
  • Provide product performance feedback gathered during training sessions to the technical teams in support of customer satisfaction and repeat customer sales.
  • Provide subject mater expertise and assistance to the technical teams with challenging service and product issues; including field support as requested.
  • Travel as necessary to develop and conduct training.
  • Maintain qualifications/certifications required for the position and stay connected with the technical teams to maintain current product knowledge/proficiency via hands-on experience.
  • Assist with special projects/programs as assigned.
Qualifications:
  • Bachelors degree in relevant field with 5 years of progressive training experience. A combination of directly related experience and extensive industry experience may be substituted for degree.
  • 5+ years of industry experience or a high degree of industry knowledge relative to best practices with training development and delivery.
  • Field (Channel) interaction experience and strong understanding of Channel Network and focus on customer (Channel) needs.
  • Professional certification (instructional design) is a plus.
  • Experience supporting a Learning Management System (LMS) is a plus.
  • Strong experience in setting training strategy, including training curriculum, calendar, communications plan, logistics, new course development, and leveraging of training platforms.
  • Knowledgeable with training technologies with an ability to create processes and systems that ensure trainees advance their training engagement.
  • Experienced with presentation, classroom, and material preparation skills. Should be intimately familiar with instructional design as well as familiar with best practice teaching methods.
  • Proficient in the use of Microsoft Office software.
  • Capable of assimilating into or learning any software application needed to perform development and delivery of training programs.
  • Travel within the US and international is required to support training program.
  • High degree of motivation, creativity, innovation and willing to accept empowerment to ensure training classes are best practice, productive and with results that are recognized as a “value add” to participants.
  • Ability to think outside of the box, challenge the status quo, and encourage continuous improvement with all training classes.
  • Excellent classroom presentation sills, demonstrating outstanding classroom and shop demonstration/instruction technique.