Director, Global Service & Training

11 - 15 years experience  •  Business Services

Salary depends on experience
Posted on 10/04/17
Lexington, SC
11 - 15 years experience
Business Services
Salary depends on experience
Posted on 10/04/17

The Director, Global Service & Training is responsible for driving our product service and technical training strategy for Global Power Tools. This role will be responsible for leading the design, development and execution of the overall technical training curriculum, our parts, service and repair program, and programs that will delight our customer and exceed their after sale experience.  The successful candidate will also be a hands-on coach to a global team of professionals who develop technical training and certifications, and manage our repair centers.  Along with running our service department and Certified distributor repair programs, this person will collaborate with key marketing, service and salesassociates to ensure delivery of world class training with focus on category 101, product specific courses and post sales service and support training. The successful candidate’s solid understanding of the technical training industry and technical experience within the power tools industry  will allow them to “get their hands dirty” in the day-to-day work of the team while managing a geographically-dispersed group driving to measurable success.  This role reports to the VP, Global Marketing

Duties and Responsibilities

  • Work with cross-functional team members and key stakeholders to establish the technical training and service strategy, along with a roadmap and resource plan to support that strategy
  • Mentor associates in the subject matter, content, and course delivery techniques for assigned technical courses
  • Communicate and execute strategy, roadmap and programs to appropriate stakeholders, internal and external
  • Direct activities related to the service and repair of power tools
  • Develop and drive Parts and Kit strategy including availability of and pricing for replacement parts
  • Develop the Global Services marketing strategy including services positioning, market segmentation, targeting, and customer base retention for the Power Tools services business
  • Lead service marketing planning, portfolio development, and implementation to meet/exceeding the revenue growth goals
  • Provide leadership and direction for all global service marketing activities, driving products, promotions, price and placements marketing within the services organization
  • Monitor competitor activities and current market trends in order to position Apex Power Tools as a market leader in Service offerings
  • Design and introduce marketing strategy for new product launches of Service Product offerings
  • Work with service managers, application specialists and technical teams to set operational objectives, to drive superior quality and on-time service and repair for our clients
  • Liaison between the Quality and Service organizations on quality related product matters examined in the Service and Repair Centers
  • Direct process improvement experiments along with the evaluation, interpretation and documentation of the outcomes
  • Enforce Safety standards compliance and 5S Standards
  • Implement standard work to meet LeanSix Sigma and continuous improvement goals
  • Deliver high-quality training content, in instructor-led and on-demand formats, around each of our products/technologies to support the product revenue goals
  • Leads the preparation and assists in conducting technical training programs
  • Assesses training needs and certification requirements
  • Lead team developing world class global training, service and repair teams
  • Ensures the quality and consistency of course content throughout a course life cycle
  • Tests training processes with different subjects possessing commercial viability
  • Work hand in hand with the team to manage competing priorities and to resolve challenges in delivering according to plan

Education and Training

  • Bachelor’s Degree in a technical discipline; a Master’s Degree is a plus
  • Minimum 10 years in the development and delivery of technical training content; Certified Technical Trainer preferred
  • 3+ years’ experience leading a geographically-dispersed, global team
  • Proven understanding of the market dynamics associated with the delivery of technical training to enterprise customers and an ecosystem of partners
  • Strong technical understanding of industrial power tools products
  • Success in hiring, retaining and coordinating the professional development of team members
  • Ability to successfully drive a team (direct and indirect reports) and collaborate with a variety of individuals ranging from engineers to executives in different teams across the organization
  • Willingness and ability to travel 25-40%, including internationally
  • Measurement System Analysis
  • Techniques to manage the learning environment

Core Competencies

  • Manages without authority
  • Self-starter
  • Coordination
  • Teaching, coaching, mentorship
  • Service orientation
  • Social perceptiveness
  • Judgment and decision making
  • Troubleshooting
  • MS Office
  • Cross-functional communication
  • High impact Presentation skills
  • Leadership
  • Positive reinforcement and motivational techniques
  • Learner performance evaluation and reporting techniques
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