We are seeking a Training Manager to lead and enhance both our internal technician training programs and customer-facing training initiatives. This role is responsible for developing a scalable training strategy that supports the onboarding, development, and advancement of more than 350 field service technicians while ensuring customer training programs are delivered efficiently and effectively.
This position will work closely with Service Leadership, Customer Solutions, Sales, and Operations to build a best-in-class training function that supports employee development, customer success, and business growth. The ideal candidate is a strategic thinker who can also execute, bringing experience in workforce development, training operations, process improvement, and leadership.
Key ResponsibilitiesTraining Strategy & Workforce Development- Develop and execute a comprehensive training strategy that supports technician onboarding, development, certification, and career progression.
- Create and maintain structured training pathways for technicians at various skill levels.
- Partner with service leadership to identify workforce capability gaps and implement targeted training solutions.
- Establish competency models, skills matrices, certification standards, and training requirements.
- Support improvements in technician productivity, quality, safety, customer satisfaction, and employee retention through effective training programs.
Training Operations & Process Improvement- Evaluate and improve training delivery processes to increase efficiency, consistency, and scalability.
- Develop capacity planning models that align instructor availability, geographic coverage, and training demand.
- Implement scheduling processes and tools that improve visibility and coordination across stakeholders.
- Reduce customer training lead times through process optimization, forecasting, and resource planning.
- Establish standardized workflows for training requests, prioritization, scheduling, and program administration.
- Drive continuous improvement initiatives focused on increasing training throughput and reducing operational bottlenecks.
Program Management- Manage the full lifecycle of training programs, including planning, implementation, execution, evaluation, and continuous improvement.
- Establish service level expectations and performance metrics for training delivery.
- Develop dashboards and reporting to measure training effectiveness, utilization, completion rates, and operational performance.
- Ensure training programs remain aligned with OEM requirements, industry standards, and business objectives.
Training Systems & Technology- Oversee learning management systems (LMS), certification platforms, and other training technologies.
- Evaluate and implement new tools and digital learning solutions to improve training effectiveness and scalability.
- Ensure training records, certifications, and compliance documentation are maintained accurately.
- Leverage technology and automation to improve reporting, scheduling, communication, and overall program administration.
Customer & Business Support- Partner with Sales and Customer Solutions teams to support customer training initiatives and revenue growth opportunities.
- Coordinate training logistics, including scheduling, instructor assignments, travel, materials, and related administrative functions.
- Monitor customer demand trends and proactively adjust training resources and capacity.
- Stay informed on industry trends, emerging technologies, and equipment advancements to ensure training programs remain current and effective.
Required Skills & AbilitiesStrategic & Operational Leadership- Ability to develop and execute training strategies that align with business goals and workforce development initiatives.
- Experience balancing competing priorities across internal employee development and customer-facing training programs.
- Strong decision-making skills with a data-driven, results-oriented approach.
Process Improvement & Continuous Improvement- Experience evaluating and improving operational processes to increase efficiency, scalability, and effectiveness.
- Ability to identify bottlenecks, streamline workflows, and implement sustainable solutions.
- Familiarity with Lean, Six Sigma, Kaizen, or similar continuous improvement methodologies preferred.
Training Operations & Capacity Planning- Strong understanding of training operations, resource planning, scheduling, and capacity management.
- Ability to align instructor availability, training demand, and business priorities.
- Experience improving service delivery, responsiveness, and training lead times.
Technology & Systems- Experience utilizing Learning Management Systems (LMS), training platforms, and reporting tools.
- Ability to leverage technology, automation, and digital learning solutions to improve training effectiveness and operational visibility.
- Proficiency with Microsoft Office Suite; experience with Power BI, Tableau, or similar reporting tools preferred.
Leadership & Communication- Proven ability to lead, coach, and develop teams.
- Strong communication, presentation, and stakeholder management skills.
- Ability to influence and collaborate across multiple departments and levels of the organization.
- Experience leading change initiatives and driving adoption of new processes and systems.
Business & Customer Focus- Ability to partner effectively with Service, Sales, Operations, and Customer Solutions teams.
- Strong customer-focused mindset with an emphasis on responsiveness, quality, and continuous improvement.
- Understanding of how training programs support employee development, customer satisfaction, and business growth.
Education & Experience- Bachelor's degree in Business, Operations, Organizational Development, Education, or a related field required.
- 5+ years of experience in training, workforce development, field service operations, or a related function.
- Previous leadership experience with responsibility for developing employees and driving team performance.
- Experience designing, implementing, and managing technical training programs.
- Experience managing both internal employee development programs and customer-facing training services strongly preferred.
- Demonstrated success leading process improvement initiatives and improving operational performance.
- Experience with workforce planning, scheduling, capacity management, or service delivery operations preferred.
- Experience developing certification programs, technical training curriculums, or technician career progression programs preferred.
- Strong project management, organizational, analytical, and problem-solving skills.
Company Benefits- Comprehensive medical, dental, and vision insurance
- 401(k) plan with company match
- Paid time off and company holidays
- Opportunities for professional development and training
- Supportive and collaborative work environment
