Technical Training Specialist

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. Key Responsibilities Technical Training Design & Delivery (Virtual Focus) Design and deliver structured virtual training programs for: New hire onboarding Ongoing capability development Advanced diagnostic training External technicians Facilitate engaging, interactive virtual sessions to reinforce: Diagnostic troubleshooting Equipment functionality Service workflows and tools Ensure training is clear, consistent, and aligned to operational expectations Diagnostic Capability Development Develop and deliver training that improves first‑time resolution, escalation quality, and case ownership discipline Strengthen diagnostic skills across Technical Case Owners Training Needs Identification (Demand‑Based) Partner with 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 Knowledge Content Development & Maintenance Develop and maintain a library of technical documents, work instructions, technical job aids, and training materials Ensure all content is accurate, up to date, and easy to use Translate complex manuals and technical documents into simplified service documentation, job aids, and training materials for technical support and field service audiences Cross‑Functional Collaboration (Engineering, Support, Field) Partner with Engineering to identify product updates, common failure modes, and design changes Align training with operational workflows and expectations with Support teams Incorporate field insights into training content with Field/ASA teams Reinforcement of Service Delivery Model Align all training to the Aftermarket Service Delivery Model Ensure team members understand how their role contributes to end‑to‑end outcomes Training Effectiveness & Continuous Improvement Measure effectiveness of training through performance trends (FTR, escalations, repeat calls) and learner performance evaluations Continuously refine training content and delivery methods to meet business needs Coaching & Skill Reinforcement Support frontline leaders and technical case owners in reinforcing training concepts Provide targeted coaching sessions for individuals or groups with identified gaps Reinforce consistent use of tools, diagnostic processes, standard work, and key decisions Travel Expectations 25‑30% Qualifications & Experience 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, Technical writing or development of service documentation, Equipment diagnostics and troubleshooting, and Contact center or service operations environments Strong experience with instructional design and curriculum development (ADDIE model) Proficiency in audio/video/eLearning authoring and virtual training tools (Storyline, Rise, Captivate) Strong technical expertise and diagnostic capability, technical writing, and ability to translate complex concepts into clear, teachable content 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 Nice‑to‑Have / Future‑Focused Capabilities Experience building structured training curricula Familiarity with knowledge management systems (e.g., Zingtree) Exposure to KPI‑driven service environments, aftermarket, foodservice, or equipment‑based industries Lean / continuous improvement experience Benefits Medical, Dental, Vision, and Prescription Drug insurance plans Access to a Health Advocate for health plan selection Tax‑advantaged spending accounts for health and dependent care expenses Wellness programs and resources including Telehealth, Mental Health, Fitness, and Family Planning Generous paid time off for personal use, holidays, and parental leave Company‑sponsored life insurance 401(k) with fully vested company match and additional discretionary contribution Pay Range: 86,640.00 - 129,960.00 We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. #J-18808-Ljbffr