Technical Training Manager

1 month ago

Ocala, United States Consolidated Water Group, LLC Full time
Job DescriptionJob Description

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Create a standardized training program/tracking and accountability across CWG including technical levels/qualifications
    • Manage the development of training programs and materials
    • Oversee/manage the training of all Service Technicians
      • Ensure all new hires undergo basic technical training and host training sessions for new employees
      • Work with staff at all technical levels of experience
      • Be a leader on train the trainer approach with being able to identify and train the branch specific tech training leaders
    • Carry out in-field and in-shop training
      • Develop technical training courses
      • Coordinate product-related training and new products training
      • Assess and manage any employees utilized to deliver specialized training
    • Implement training KPIs
    • Actively seek current training methods and best practices to facilitate training employees
    • Conduct individual and team skills gap analysis
    • Liaise with industry experts and organize training sessions
  • Drive specific customer facing improvements through best in class training program execution in close collaboration with other departments
    • Measure improvements in employees’ job performance and identify areas in which instruction can be improved
    • Assist with/cover the Risk Management Department as needed
    • Work with Risk Management to identify root cause of product/general liability claims.
    • Resolve escalated issues arising from operations and requiring coordination with other departments
    • Improve inventory management as it relates to Service Technicians
    • Improve completion of Service Tech work orders
    • Perform quality checks in field
    • Make improvements to call-back system
    • Help resolve customer complaints
    • Work closely with Branch Managers/Supervisors on operational issues related to technical service
    • Gather feedback from trainees and instructors
    • Create and maintain a train the trainer program
    • Hold monthly meetings with Managers and Service leader to provide updates and training
  • Identify and train tech on additional service revenue generating levers/approaches and selling off the truck type programs
    • Research and select new product lines
  • Fully develop branch Warranty/RMA process
  • Carry out special projects as assigned/developed
  • Other related duties as requested

QUALIFICATIONS:

  • In depth knowledge and multi year hands on technical experience with our HH products- C&I experience is a plus
  • Possess strong analytical skills in order to assess the level of experience of staff and identify areas where training should be expanded
  • Experience analyzing company needs, lesson planning, development, and implementation
  • Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Teams)
  • Strong understanding of business goals and standards for customer service
  • Ability to communicate effectively with senior management and other departments
  • Display strong organizational skills
  • Display strong problem-solving skills to help determine where training gaps exist
  • Possess a detailed understanding of business policy and training processes
  • Bachelor’s Degree in related educational field or equivalent in experience
  • Possess excellent leadership skills

PHYSICAL DEMANDS:

  • Physically demanding position
  • Hand, finger, and body dexterity required
  • Must be able to lift 50 pounds
  • Climbing, carrying required
  • Movement: stooping, bending, stretching, twisting, and reaching from various heights is required

#LI-AC2

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