PRIMARY DUTIES AND RESPONSIBILITIES:

• Create a standardized training program/tracking and accountability across CWG including technical levels/qualifications
  • Manage the development of training programs and materials
  • Oversee/manage the training of all Service Technicians
    • Ensure all new hires undergo basic technical training and host training sessions for new employees
    • Work with staff at all technical levels of experience
    • Be a leader on train the trainer approach with being able to identify and train the branch specific tech training leaders
  •  Carry out in-field and in-shop training
    • Develop technical training courses
    • Coordinate product-related training and new products training
    • Assess and manage any employees utilized to deliver specialized training
  • Implement training KPIs
  • Actively seek current training methods and best practices to facilitate training employees
  • Conduct individual and team skills gap analysis
  • Liaise with industry experts and organize training sessions
• Drive specific customer facing improvements through best in class training program execution in close collaboration with other departments
  • Measure improvements in employees’ job performance and identify areas in which instruction can be improved
  • Assist with/cover the Risk Management Department as needed
  • Work with Risk Management to identify root cause of product/general liability claims.
  • Resolve escalated issues arising from operations and requiring coordination with other departments
  • Improve inventory management as it relates to Service Technicians
  • Improve completion of Service Tech work orders
  • Perform quality checks in field
  • Make improvements to call-back system
  • Help resolve customer complaints
  • Work closely with Branch Managers/Supervisors on operational issues related to technical service
  • Gather feedback from trainees and instructors
  • Create and maintain a train the trainer program
  • Hold monthly meetings with Managers and Service leader to provide updates and training
• Identify and train tech on additional service revenue generating levers/approaches and selling off the truck type programs
  • Research and select new product lines
• Fully develop branch Warranty/RMA process
• Carry out special projects as assigned/developed
• Other related duties as requested

QUALIFICATIONS:

• In depth knowledge and multi year hands on technical experience with our HH products- C&I experience is a plus
• Possess strong analytical skills in order to assess the level of experience of staff and identify areas where training should be expanded
• Experience analyzing company needs, lesson planning, development, and implementation
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Teams)
• Strong understanding of business goals and standards for customer service
• Ability to communicate effectively with senior management and other departments
• Display strong organizational skills
• Display strong problem-solving skills to help determine where training gaps exist
• Possess a detailed understanding of business policy and training processes
• Bachelor’s Degree in related educational field or equivalent in experience
• Possess excellent leadership skills

PHYSICAL DEMANDS:

• Physically demanding position
• Hand, finger, and body dexterity required
• Must be able to lift 50 pounds
• Climbing, carrying required
• Movement: stooping, bending, stretching, twisting, and reaching from various heights is required