Technical Training Manager

SUMMARY

A brief description of the primary purpose of this job.

Manages internal and external technical product training. Monitors and adjusts technical training needs in specific areas; designs and develops training programs and materials. Stays current on product offering and related repair/service issues.

ESSENTIAL FUNCTIONS

Primary/major job responsibilities that will be performed by this job.

• Develops and coordinates training and course development for external service technicians on how to troubleshoot and repair company machinery and equipment.
  
• Reviews common malfunctioning systems and components as well as visual inspect techniques for leaks and other malfunctions. Provides solutions on the efficient repair, maintenance and installation of equipment.
  
• Reviews, reads/interprets schematics, printouts and specifications as needed to explain the functionality of electrical circuitry and components.


• Prepares lesson plans and other relevant training material. Analyzes course evaluations in order to determine effectiveness of training sessions and implements suggestions for improvement.
  
• Provides orientation and training on new products and/or major repair issues that impact multiple products or product families.
  
• Trains internal Technical Advisors on installation, operation, safety, and/or maintenance and repair of machinery and equipment. Provides Advisors with feedback from external service technicians that could improve service calls.
  
• Oversees the product warranty claim process and assists staff with processing warranty claims as needed.
  
• Exercises full management authority, including performance reviews, pay decisions, recruitment, discipline, termination and other personnel actions.

EDUCATION & EXPERIENCE

The minimum education and experience required to successfully perform the essential functions. Preferred requirements can also be included in this section.

Associates or Technical degree and six years of appliance repair experience. Strong electromechanical trouble-shooting and repair background. Ability to learn the internal workings and repair approaches to ice machines and reach-ins. A minimum of one year of training and leadership experience is required along with the ability to facilitate and create training course content.

KNOWLEDGE & SKILLS

Skills, abilities, or special licenses needed to perform the job (software, professional certifications, drivers' license, languages, etc.)

• Excellent troubleshooting/problem solving skills


• Strong organizational skills, ability to manage multiple tasks simultaneously


• Ability to read and interpret schematics for electronic circuits


• Must demonstrate an expert proficiency in the areas of mechanical, electrical, and system troubleshooting


• Excellent written and verbal communication skills


• Ability to work in a fast pace environment with a focus on quality
  

DECISION MAKING

Describe the level of decision making and extent that this job can structure objectives/activities and affect outcomes.

Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.

DIRECT REPORTS

YES NO

If yes, please list the job titles and corresponding number of employees

Customer Service Rep -Product Warranty 4

PHYSCIAL REQUIREMENTS

Manufacturing:

• Works predominantly on the manufacturing floor. May be exposed to heat, electrical and mechanical hazards, noise, solvents, dust, dirt, fumes, contaminants, cold, noise, vibration, etc.


• Climbing, stooping, kneeling, lifting, pulling, pushing and ability to move material weighing up to 40 lbs


• Ability to perform basic preventive maintenance tasks on tools and equipment


• Ability to use of hand tools, power tools, gas torches and measuring instruments


• Ability to read blueprints, technical manuals and use measuring equipment


• Requires standing for prolonged periods of time
  
• Manual dexterity and hand-eye coordination


• Must be able to walk and use hands


• Ability to read, write, listen and speak
  

Non-Manufacturing:

• Typically work is in an office environment where the noise level is low to moderate


• Requires standing and/or sitting for prolonged periods of time


• Ability to lift boxes/materials weighing up to 10 lbs


• Requires telephone work and/or computer work, as well as interactions with other employees and customers


• Ability to read, write, listen and speak
  

Very customer focused with great communication skills. Ability to create technical training program including LMS. Needs to be able to perform field training in front of groups of up to 100 service Technicians. Must be able to obtain a passport. Travel 50% .Would be great if they were currently in the food service industry. Bi-lingual (Spanish) is a plus but not required.