Technical Trainer - Internal Virtual Training

The Technical Training Specialist ensures the organization consistently delivers high-quality, scalable technical service by developing and enabling diagnostic capability across the Support Contact Center through structured, virtual training and knowledge development. The role creates value by translating real-world service demand, diagnostic gaps, and product complexity into targeted training and technical service documentation that improve first-time resolution, reduce escalation volume, and strengthen technical confidence across the organization.

Responsibilities

Design and deliver structured virtual technical training programs for new hire onboarding, ongoing capability development, advanced diagnostic training, and external technicians; Facilitate engaging interactive virtual sessions reinforcing diagnostic troubleshooting, equipment functionality, service workflows and tools; Develop and deliver training improving first-time resolution, escalation quality, and case ownership discipline; Partner with MFT Aftermarket teams to identify skill gaps and knowledge gaps; Prioritize training based on real service demand and business impact; Develop and maintain a library of technical documents, work instructions, technical job aids and training materials; Translate complex manuals and technical documents into simplified service documentation; Partner with Engineering, Support, and Field/ASA teams to align training with product updates and real-world application; Align all training to the Aftermarket Service Delivery Model; Measure training effectiveness through performance trends and learner performance evaluations; Provide targeted coaching sessions for individuals or groups with identified gaps; Reinforce consistent use of tools, diagnostic processes, and standard work; Coordinate and schedule virtual training activities; Own prioritization of training topics, curriculum design, and standards for converting technical content

Requirements

Bachelor's or Associate's degree in a technical field (electronics, refrigeration, electrical systems, Learning and Development, or related) or equivalent experience; 4-7+ years of experience in technical support, field service, training or capability development, technical writing or development of service documentation; Strong experience in equipment diagnostics and troubleshooting; Strong experience in contact center or service operations environments; Instructional design and curriculum development expertise (ADDIE model); Audio/Video/eLearning Authoring/Virtual Training Tools (Storyline, Rise, Captivate); Strong technical expertise and diagnostic capability; Technical writing and content development; Ability to translate complex technical concepts into clear, teachable content service-ready documents for technical support and field use; Strong facilitation and virtual training delivery skills; Data-driven mindset for identifying training needs and measuring effectiveness; Strong communication and stakeholder collaboration skills; Continuous improvement mindset; Travel expectation 25-30%

Nice to have

Experience building structured training curricula; Familiarity with knowledge management systems (e.g., Zingtree); Exposure to KPI-driven service environments; Experience in aftermarket, foodservice, or equipment-based industries; Lean / continuous improvement experience

Benefits

Medical, Dental, Vision, and Prescription Drug insurance plans; Access to a Health Advocate; 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; Financial and retirement advising