The Director of Service Training leads the enterprise strategy, roadmap, and execution of a comprehensive training ecosystem that advances the technical, operational, and customer-facing capabilities required to deliver a consistent, high-quality service experience across the global network. This role establishes a future-forward learning vision that bridges installed product expertise, field service realities, and evolving customer expectations-ensuring technicians and service teams are fully equipped to support product performance, reliability, and lifecycle service excellence. The Director defines the end-to-end training strategy and operating model, integrating hands-on, instructor-led training with scalable digital, virtual, and on-demand learning solutions to create a cohesive, blended learning experience. This includes building a structured, progressive learning journey for technicians that aligns with installed product complexity, diagnostics, and real-world service application. Major Responsibilities - Establishes the enterprise service training strategy, standards, and operating model aligned to service excellence, product roadmaps, and capability needs - Governs curriculum architecture, certification frameworks, and competency models for technicians, service leaders, and dealer personnel - Ensures training programs meet regulatory, safety, and quality requirements - Leads the design, development, and deployment of technical, diagnostic, and customer-experience training across global service channels - Integrates field data, reliability insights, and lessons learned into training content to improve service accuracy, speed, and first-time fix rates - Oversees blended learning approaches including instructor-led, digital, simulation, and on-the-job training to maximize scalability and effectiveness - Partners with Service Engineering, Technical Service, Quality, Manufacturing, and Dealer Development to ensure training reflects current standards, procedures, and product changes - Aligns training with new product introduction (NPI) and commercialization processes to ensure service readiness at launch - Collaborates with regional service leaders to tailor training to market needs while maintaining global consistency - Defines and track KPIs related to training effectiveness, technician proficiency, certification compliance, and service performance outcomes - Drives continuous improvement of training content, delivery methods, and learning technologies based on performance data and stakeholder feedback - Ensures training contributes to measurable improvements in customer satisfaction, warranty cost reduction, and operational efficiency - Leads and develops a high-performing training organization, including instructional designers, trainers, and certification specialists - Builds a scalable capability-development ecosystem that supports career pathways, skill progression, and workforce readiness across the service network - Serves as the enterprise subject matter expert for service training, learning methodologies, and capability development Minimum Job Requirements Education - Bachelor's degree or equivalent combination of education and experience Certification / License n/a Work Experience - 7 years of experience in Training/Instructional Design in a technical environment - 4 years of leadership experience, preferably in a global manufacturing or regulated environment Knowledge / Skills / Abilities - Demonstrated ability leading leaders and influencing executive-level stakeholders - Proven executive presence with exceptional written, verbal, and presentation skills - Demonstrated success leading enterprise transformation and large-scale, cross-functional initiatives - Strong business acumen with the ability to align portfolio decisions to strategic priorities and financial outcomes - Experience building governance models, performance metrics, and operating rhythms at an enterprise level - Advanced capability in organizational change management and talent development - Experience with SAP or equivalent ERP systems Preferred Job Requirements Education - Masters Degree Certification / License - Master Training certification Work Experience - Experience creating online curriculum - Technical training and curriculum development (DACUM) experience - Product development experience in design or service role