Responsibilities
- Design and deliver structured virtual technical training programs for new hire onboarding, ongoing capability development, advanced diagnostic training, and external technicians.
- Facilitate engaging, interactive virtual sessions to reinforce diagnostic troubleshooting, equipment functionality, and service workflows and tools.
- Ensure training is clear, consistent, and aligned to operational expectations.
- Develop and deliver training that improves first‑time resolution, escalation quality, and case ownership discipline.
- Strengthen diagnostic skills across Technical Case Owners.
- Partner with MFT Aftermarket teams to identify skill gaps driving repeat contact or escalation, and knowledge gaps in products, systems, or workflows.
- Prioritize training based on real service demand and business impact.
- Develop and maintain a library of content including technical documents, work instructions, technical job aids and training materials that are accurate, up to date, and easy to use.
- Partner with engineering to identify product updates, common failure modes, and design changes.
- Partner with support teams to align training with operational workflows and expectations.
- Engage with field and ASA teams to incorporate field insights into training content and ensure training reflects real‑world application and service execution.
- Measure effectiveness of training through performance trends (FTR, escalations, repeat calls) and learner performance evaluations; continuously refine content and delivery methods to meet business needs.
- Support frontline leaders and technical case owners by reinforcing training concepts and providing targeted coaching sessions for individuals or groups with identified gaps.
- Reinforce consistent use of tools, diagnostic processes, and standard work.
Requirements
- Bachelor’s or Associate’s degree in a technical field (electronics, refrigeration, electrical systems, Learning and Development, or related) or equivalent experience.
- 4–7+ years of experience in technical support, field service, training or capability development, and technical writing or development of service documentation.
- Strong experience in equipment diagnostics and troubleshooting, contact center or service operations environments, instructional design and curriculum development (ADDIE model), and audio/video/eLearning authoring/virtual training tools (Storyline, Rise, Captivate).
- Strong technical expertise and diagnostic capability, technical writing, and content development.
- Ability to translate complex technical concepts into clear, teachable, service‑ready documents for technical support and field use.
- Strong facilitation and virtual training delivery skills.
- Data‑driven mindset for identifying training needs and measuring effectiveness.
- Strong communication and stakeholder collaboration skills.
- Continuous improvement mindset.
Core Competencies
Demonstrates expertise in designing and delivering technical training programs, with a focus on equipment diagnostics, instructional design, and virtual training facilitation. Capable of developing clear, service‑ready documentation and measuring training effectiveness through data‑driven insights.
#J-18808-Ljbffr