Technical Training Manager
2 months 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 materialsOversee/manage the training of all Service Technicians Ensure all new hires undergo basic technical training and host training sessions for new employeesWork with staff at all technical levels of experienceBe 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 coursesCoordinate product-related training and new products trainingAssess and manage any employees utilized to deliver specialized training Implement training KPIsActively seek current training methods and best practices to facilitate training employeesConduct individual and team skills gap analysisLiaise 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 improvedAssist with/cover the Risk Management Department as neededWork with Risk Management to identify root cause of product/general liability claims.Resolve escalated issues arising from operations and requiring coordination with other departmentsImprove inventory management as it relates to Service TechniciansImprove completion of Service Tech work ordersPerform quality checks in fieldMake improvements to call-back systemHelp resolve customer complaintsWork closely with Branch Managers/Supervisors on operational issues related to technical serviceGather feedback from trainees and instructorsCreate and maintain a train the trainer programHold 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 requestedQUALIFICATIONS :
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 skillsPHYSICAL 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 requiredWe have other current jobs related to this field that you can find below
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