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Technical Training Manager
1 month ago
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
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