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Technical Training Supervisor

2 months ago

Westborough, United States cumberlandfarmsinc Full time

Position Summary:

The Technical Training Supervisor is responsible for developing, coordinating, and overseeing all training programs related to repair cost avoidance and service technician skills within the facilities support department. This role focuses on two key areas: equipping store managers and operations teams with the knowledge to perform simple repairs, thereby reducing repair costs, and enhancing the skillsets of our repair service technicians through comprehensive training programs. Additionally, the Technical Training Supervisor will help determine key performance indicators (KPIs) for training effectiveness, identify training gaps, and report on these metrics to the management team. The role also includes managing mobile devices for field technicians, as well as providing support for field service applications. Manages LMS training records and compliance. Other duties as assigned.

Responsibilities:

1. Training for cost avoidance opportunities:

a. Identify common repair issues that can be addressed by store managers and operations teams without the need for external service calls

b. Develop and deliver training programs aimed at empowering store managers to perform basic repairs and maintenance, reducing overall repair costs

c. Create user-friendly guides, instructional videos, and other resources to support store managers in their repair efforts.

2. Training for Repair Service Technicians

a. Assess the current skills and knowledge levels of repair service technicians to identify gaps and areas for improvement

b. Design and develop training programs, including course outlines, instructional materials, hands-on exercises, and training evaluations

c. Coordinate OEM equipment manufacturer training sessions

d. Deliver training sessions both in-person and virtually, ensuring that all technicians receive consistent and high-quality instruction.

e. Monitor effectiveness of training programs by collecting feedback, tracking performance improvements, and making necessary adjustments to curricula and materials.

f. Maintain up-to-date knowledge of industry best practices, emerging technologies, and repair techniques to ensure training programs remain relevant and effective.

3. KPI Development and Reporting

a. Collaborate with management to establish KPI that measure the effectiveness of training programs and identify areas for improvement

b. Prepare and present KPI reports to management, offering insights and recommendations for enhancing training programs based on data-driven analysis.

4. Mobile device and application management

a. Manage the procurement, setup, and distribution of mobile devices for field technicians.

b. Provide training and ongoing support to field technicians on the use of mobile devices

c. Oversee the installation, configuration, and maintenance of field service applications on the mobile devices, ensuring they are optimized for technician use.

d. Troubleshoot and resolve issues related to mobile devices and field service applications, providing timely support to the field technicians.

Working Relationships: HR training team, Facilities Field Managers, Field Supervisors, Maintenance Managers, etc.

Minimum Education: Bachelors degree in a related field or equivalent experience in training, facilities management, or technical services

Minimum Experience: Proven experience in developing and delivering training programs, preferably in a facilities management or retail environment. Excellent communication, presentation, and instructional design skills.

Preferred Experience: Strong understanding of repair and maintenance practices relevant to convenience stores. Experience with mobile device management and field service applications. Proficiency with training software and tools, including video creation, LMS platforms, and online training modules.

Licenses/Certifications: Certifications in a relevant trade or technical field preferred

Soft Skills:

  • Comfortable talking and interacting with others
  • Strong communication skills
  • Detail and process oriented

Travel: 5% to 10% travel, must have a clean driving record

Hours & Conditions: M-F 8-4:30p

Physical Requirements: Ability to maneuver and regularly lift and or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 40 pounds. Ability to stand/walk 8 hours a day; reach overhead, bend, squat, twist, reach, grasp and grip. The noise level in the work environment is usually moderate.