DescriptionUnder limited supervision, the Director of Field Technical Training is responsible for developing and executing the DMP's customer training strategy to maximize product adoption, customer success, and business growth. This leader oversees a team of field technical trainers who deliver training and certification programs for customers, technicians, dealers, and channel partners across multiple markets.
Qualifications: - Bachelors degree in Engineering, Technical Education, Business, Information Technology, Electronics, or a related field.
- Minimum 10 years of progressive experience in technical training, customer enablement, field services, technical support, sales engineering, or related functions.
- 5 years' experience in the burglar/fire industry, preferrable with the DMP Product Line.
- Ability to study and pass (90%) advanced RTM examinations.
- Has, or is willing to obtain, the CTT+ or similar certification.
- Demonstrated experience developing and executing technical training programs for complex technology products, industrial equipment, software platforms, IoT solutions, or related systems.
- Experience prioritizing, delegating and directing team members in order to meet established deadlines. Holds self and direct report employees accountable.
- Proven ability to lead geographically dispersed teams and manage field-based personnel with significant travel requirements.
- Experience presenting technical information to diverse audiences, including technicians, operators, managers, executives, and channel partners. Excellent interpersonal, facilitation, communication, and presentation skills.
- Accept and benefit from constructive criticism.
- Any other equivalent combination of training and experience.
Typical Duties and Responsibilities: - Develop and execute the Company's field technical training strategy, ensuring customers, technicians, and channel partners achieve maximum proficiency and adoption of DMP's products and solutions.
- Lead, mentor, and manage a team of field technical trainers responsible for delivering customer training programs, across North America and other assigned markets, that align with the organizations strategic goals.
- Leverage AI and other advanced learning technologies to enhance the effectiveness, efficiency, and scalability of DMP training programs.
- Maintain staffing with qualified and productive personnel. Provides leadership, performance management, performance reviews and career development for Regional Training Managers, ensuring that both performance and budget objectives are managed and met. Participates in problem resolution and relationship building efforts.
- Oversee training operations, scheduling, travel planning, resource allocation, and performance metrics to ensure efficient and effective delivery of customer training services.
- Remains current on developments in training and instructional methodologies including technology enhancements and attends periodic seminars, forums and meetings to ensure currency of education.
- Engages with existing and prospective dealers, A&E's and DMP Sales and training personnel to drive technical awareness and excitement around new DMP products and technologies. Participates in selected industry trade sows and events as a technical and training ambassador as appropriate.
- Establish a vision for technical training that aligns customer success, product utilization, customer retention, and revenue growth objectives.
- Design and continuously improve training curricula, certification programs, instructional materials, and delivery methods for both in-person and virtual training environments.
- Partner with Sales, Customer Success, Product Management, Engineering, and Marketing teams to ensure training programs support business objectives and drive increased product adoption and expansion opportunities.
- Analyze customer performance, training effectiveness, product usage, and field feedback to identify opportunities for improved customer outcomes and additional sales growth. Meets or exceeds performance metric goals and expectations.
- Observes and adheres to DMP Data Classification Standard.
- Observes company policies. Continuously strives to find processes that create improved efficiency while conforming to requirements. Acknowledges responsibility to satisfy the customer, reduce cycle time and eliminate waste.
- Performs other duties as assigned. Job duties are subject to change as directed by management.
