Marmon Foodservice Technologies, Inc.As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.Though you may not know us by name, you’ve most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio. For decades, we’ve designed and manufactured foodservice equipment for some of the world’s biggest, most recognized consumer brands.We are driven to innovate with a clear purpose in mind: revolutionizing the future of foodservice. Guided by our commitment to Doing Things That Matter, Leading at Every Level, and Winning a Better Way, we focus on delivering meaningful impact for our customers, our communities, and each other.The Technical Training Specialist ensures the organization consistently delivers high-quality, scalable technical service by developing and enabling diagnostic capability across the Support Contact Center through structured, virtual training and knowledge development.This role creates value by translating real-world service demand, diagnostic gaps, and product complexity into targeted training and technical service documentation that improve first-time resolution, reduce escalation volume, and strengthen technical confidence across the organization. Through close partnership with Support, Customer Operations, Engineering, and Field teams, the Technical Training Specialist ensures capability development is aligned to actual customer needs and that highly technical source materials are converted into service-ready documents that can be applied consistently in the field and support environment.Role SummaryThe Technical Training Specialist is responsible for designing, delivering, and continuously improving virtual technical training programs that build diagnostic capability and execution consistency for learners.This role serves as the bridge between technical knowledge and operational execution, ensuring that team members and technicians are equipped with the skills, tools, and expertise needed to diagnose and resolve issues effectively. Validating complex engineering manuals and highly technical documentation are translated into clear, practical, technical service-ready materials.The Technical Training Specialist works closely with Technical Case Owners, NPD Readiness Leads, and Customer Operations Leads to identify capability gaps, reinforce best practices, and ensure that training is aligned with real service demand and business priorities.Key Responsibilities1. Technical Training Design & Delivery (Virtual Focus)Design and deliver structured virtual technical training programs for:New hire onboardingOngoing capability developmentAdvanced diagnostic trainingExternal TechniciansFacilitate engaging, interactive virtual sessions to reinforce:Diagnostic troubleshootingEquipment functionalityService workflows and toolsEnsure training is clear, consistent, and aligned to operational expectations2. Diagnostic Capability DevelopmentDevelop and deliver training that improves:First-time resolutionEscalation qualityCase ownership disciplineStrengthen diagnostic skills across Technical Case Owners3. Training Needs Identification (Demand-Based)Partner with MFT Aftermarket teams to identify:Skill gaps driving repeat contact or escalationKnowledge gaps in products, systems, or workflowsPrioritize training based on real service demand and business impact4. Knowledge Content Development & MaintenanceDevelop and maintain a library of content including technical documents, work instructions, technical job aids and training materialsEnsure all content is accurate, up to date, and easy to useContent is structured for technical service use, training reinforcement, and real-world troubleshooting applicationTranslate complex manuals and technical documents into simplified service documentation, job aids, and training materials tailored for technical support and field service audiences5. Cross-Functional Collaboration (Engineering, Support, Field)Partner with Engineering to identify product updates, common failure modes, and design changesPartner with Support teams to align training with operational workflows and expectationsEngage with Field/ASA teams to:Incorporate field insights into training contentEnsure training reflects real-world application and service execution6. Reinforcement of Service Delivery ModelAlign all training to the Aftermarket Service Delivery ModelEnsure team members understand how their role contributes to end-to-end outcomes7. Training Effectiveness & Continuous ImprovementMeasure effectiveness of training through:Performance trends (FTR, escalations, repeat calls)Learner performance evaluationsContinuously refine training content and delivery methods to meet business needs8. Coaching & Skill ReinforcementSupport frontline leaders and technical case owners in reinforcing training conceptsProvide targeted coaching sessions for individuals or groups with identified gapsReinforce consistent use of:ToolsDiagnostic processesStandard workKey Decisions OwnedPrioritization of training topics based on demand signals and performance gapsDesign and structure of training programs and curriculaIdentification of knowledge gaps impacting service outcomesRecommendations for updates to work instructions and diagnostic toolsStandards for converting technical source content into service-ready documentation and training toolsMethods for delivering and reinforcing virtual training effectivelyCoordination and scheduling for virtual training activitiesMeasures of SuccessFirst-Time Resolution (FTR): Improvement tied to stronger diagnostic capabilityEscalation Rate: Reduction in avoidable escalationsEscalation Quality: Improved completeness and effectiveness of escalationsRepeat Contact Rate: Reduction driven by improved resolution qualityTime to Resolution: Faster, more effective case handlingTraining Effectiveness: Measurable performance improvement post-trainingKnowledge Utilization: Increased adoption of tools (e.g., Zingtree, job aids)Documentation Effectiveness: Technical service documents are accurate, usable, and adopted by support and field teamsCapability Progression: Improved skill levels across aftermarket teamsOther duties as assignedQualifications & ExperienceBachelor’s or Associate's degree in a technical field (electronics, refrigeration, electrical systems, Learning and Development, or related) or equivalent experience4–7+ years of experience in:Technical supportField serviceTraining or capability developmentTechnical writing or development of service documentationStrong experience in:Equipment diagnostics and troubleshootingContact center or service operations environmentsKey Skills & CompetenciesInstructional design and curriculum development expertise (ADDIE model)Audio/Video/eLearning Authoring/Virtual Training Tools (Storyline, Rise, Captivate)Strong technical expertise and diagnostic capabilityTechnical writing, and content developmentAbility to translate complex technical concepts into clear, teachable content service-ready documents for technical support and field useStrong facilitation and virtual training delivery skillsData-driven mindset for identifying training needs and measuring effectivenessStrong communication and stakeholder collaboration skillsContinuous improvement mindsetNice-to-Have / Future-Focused CapabilitiesExperience building structured training curriculaFamiliarity with knowledge management systems (e.g., Zingtree)Exposure to KPI-driven service environmentsExperience in aftermarket, foodservice, or equipment-based industriesLean / continuous improvement experienceTravel Expectations25-30%BenefitsWe support your well-being with comprehensive and easy-to-use benefits that you’ll be eligible to enroll in on your first day of employment. Here are some of the highlights:Medical, Dental, Vision, and Prescription Drug insurance plansAccess to a Health Advocate who is an expert in Marmon’s health plan and can help you select the best health benefits for you and your familyTax advantaged spending accounts for health and dependent care expensesWellness programs and resources including Telehealth, Mental Health, Fitness, and Family PlanningGenerous paid time off for personal use, holidays, and parental leaveCompany-sponsored life insurance401(k) with fully vested company match; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your ownFinancial and retirement advisingAbout Marmon HoldingsMarmon Holdings, Inc., a Berkshire Hathaway company, comprises 11 groups and more than 100 autonomous businesses with total annual revenue of $10 billion. Marmon’s 28,000-plus team members are celebrating the company's 70th anniversary in 2023 and helping write the next chapter of Marmon's story.Pay Range:86,640.00 - 129,960.00We offer a comprehensive benefits package that may include medical, dental, vision, 401k matching, and more!Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to , and please be sure to include the title and the location of the position for which you are applying.
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