Technical Trainer- Internal University

Technical Trainer - Internal University

Marmon Foodservice Technologies, Inc. is part of the global industrial organization Marmon Holdingsbacked 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 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.

The Technical Trainer - Internal University position builds and sustains a scalable, high-impact technical training program by designing and governing the Internal Technical Universityensuring consistent development of role-based proficiency, and long-term capability across the Aftermarket organization.

This role creates value by transforming service demands, technical complexity, and performance gaps into structured learning paths and certifications. This collaborative role drives close alignment with Customer Operations, Support, Engineering, and Field teams. The Technical Trainer ensures the organization develops the right skills at the right time to meet evolving customer needs.

Role Summary

The Technical Trainer Internal University is responsible for designing, managing, and growing internal technical expertise. This includes building structured curricula, certification frameworks, and role-based development pathways.

This role serves as the capability architect for the organization, ensuring technical training is not only deliveredbut systematically built, measured, and scaled to support long-term performance improvement.

The Technical Trainer partners closely with Technical Trainers (Virtual), NPD Readiness Leads, Technical Case Owners, and Customer Operations Leads to ensure training aligns to real-world service demand and drives measurable improvements in diagnostic quality, execution consistency, and customer outcomes.

Key Responsibilities

• Technical University Strategy & Program Ownership
• Design and manage the Internal Technical University framework across the organization
• Define structured learning pathways for internal job roles, including internal MFT teams, and to external customers
• Establish clear progression models aligned to skill development, role expectations, and business needs
• Ensure the program is consistent and easily scalable
• Curriculum Design & Development
• Build comprehensive technical curricula for equipment knowledge, diagnostic troubleshooting, and service workflows and tools
• Content is designed from foundational level to advanced level audiences
• Ensure content is consistent and easily scalable
• Certification & Capability Validation
• Design and manage certification programs to validate technical competency
• Establish criteria for skill proficiency, role readiness, and advancement eligibility
• Ensure certifications are aligned to real-world diagnostic capability and case execution requirements
• Partner with leadership to embed certifications into performance and development models
• Training Needs Analysis (Demand & Performance Driven)
• Leverage inputs from internal groups/leaders
• Identify systemic capability gaps and deficiencies that drive repeat demand or escalation
• Update curriculum based on business impact and customer outcomes
• Knowledge Governance & Standardization
• Partner with Technical Trainers and SMEs to build work instructions and diagnostic flows
• Training materials are aligned and consistent
• Establish a single source of truth for governance of content
• Integration with Service Delivery Model
• Align Technical University programs to the Aftermarket Service Delivery Model
• Ensure all training supports service execution and customer outcomes
• Measurement & Continuous Improvement
• Define and track effectiveness of training programs through the Aftermarket Service Delivery Model and learner performance evaluation
• Continuously refine curriculum and certification programs based on performance data and organizational priorities
• Cross-Functional Partnership (Engineering, Support, Field, Ops)
• Collaborate with Engineering to incorporate product updates and failure modes into curriculum
• Partner with Support and Ops to align training with execution expectations
• Engage with Field/ASAs to integrate real-world application insights and reflect real-world examples
• Enablement of Trainers & Leaders
• Equip Technical Trainers (Virtual) with structured curricula, content frameworks, and delivery standards
• Support leaders with tools to reinforce capability development and skill progression
• Ensure consistency in how training is delivered and reinforced across the organization

Key Decisions Owned

• Structure and evolution of the Technical University program
• Curriculum design, certification criteria, and capability standards
• Learning needs analysis impacting service outcomes
• Governance of training content and knowledge frameworks

Measures of Success

• First-Time Resolution (FTR): Sustained improvement driven by stronger capability
• Repeat Demand Rate: Reduction in repeat issues linked to skill gaps
• Escalation Rate & Quality: Fewer escalations and higher-quality escalation handling
• Capability Progression: Measurable advancement across aftermarket departments
• Certification Achievement Rates: Adoption and completion of defined learning paths
• Time to Proficiency: Faster ramp time for new and developing employees
• Knowledge Consistency: Standardized application of diagnostic and service practices
• Training ROI: Clear linkage between training programs and operational performance improvements
• Other duties as assigned

Qualifications & Experience

• Bachelor's degree or equivalent experience in technical, engineering, Learning and Development, or related field
• 610+ years of experience in technical support or field service, training, curriculum development, or capability building
• Experience designing structured training or certification programs
• Strong understanding of principles of adult/technical learning, diagnostic troubleshooting, service operations, and contact center environments

Key Skills & Competencies

• Instructional design and curriculum development expertise (ADDIE model)
• Audio/Video/eLearning authoring tools (Storyline, Rise, Captivate)
• Strong technical knowledge and diagnostic capability
• Strong cross-functional collaboration and influence
• Program management and organizational skills

Nice-to-Have / Future-Focused Capabilities

• Experience building structured learning programs
• Administration/Coordination of learning management systems (LMS)
• Experience with certification frameworks and competency models
• Exposure to KPI-driven service environments
• Lean/continuous improvement experience
• Experience in aftermarket, foodservice, or equipment-based industries

Travel Expectations

• 25-30%

Benefits (Change for your region specifically, below is US).

We 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 plans
• Access 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 family
• 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; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your own
• Financial and retirement advising