Lead Technical Trainer - Technical Support Group

About Us:

How many companies can say they’ve been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

What’s the role?  

Position Summary:

The Lead Technical Trainer, Technical Support Group (TSG) is responsible for leading and revolutionizing the X-ray Microscopy (XRM) service training program.  Develops innovative and feature rich training content in conjunction with R&D, Manufacturing Engineering and Application Engineering.  The Technical Trainer trains the trainer and gives this same training to Field Service Engineers (FSE’s) and XRM personnel.  Coordinates global training sessions and influences management worldwide to maintain world class training proficiency.

This is a senior level professional lead position expected to create innovative content / methods and train using advanced concepts and training methods, including video content, VR/AR, online learning and other asynchronous methods.  Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria to obtain efficient results.

Sound Interesting?

Here’s what you’ll do:

Key Metrics of the Position:

• Training content creation and completeness
• Field Service Engineer technical competency and training completeness
• Training session effectiveness
• FSE First Time Fix Rate and Mean Time to Repair

Primary Duties and Responsibilities:

• Develop innovative service training collateral used to train a diverse and distributed global service network. 
• Improve training effectiveness and FSE training efficiency to reduce time needed for FSE’s to be productive in their position.
• Training material includes but not limited to self-supporting and interactive video modules, VR and AR sessions, PowerPoint presentations, technical documentation, home study materials and technical guides
• Establish quality programs to monitor given training and in place FSE workforce
• Responsible for training world-wide ZEISS X-Ray Microscopy (XRM) Microscope service personnel in the areas of limited applications and full technical service procedures.
• Develop and maintain a detailed working knowledge of all required ZEISS XRM Systems for purposes of creating, maintaining and delivering accurate and up to date training material and programs.
• Work with the Technical Support Group (TSG) Engineers to ensure continuous updating and accuracy of all technical documentation associated with technical training.
• Work with Application Engineers to ensure continuous updating of basic product application skills.
• Communicate with ZEISS Service Managers worldwide in relation to XRM training information, student registration, prerequisites, etc.
• Stay in close contact with the Global Technical Support Manager XRM about the success and progress of the training, schedule and contents of the Training Program.

Additional Responsibilities:

• Establish a well-organized training area that is conducive to effective training
• Produce/develop training materials available to all students to better enable learning and retention of technical material
• Ensure the training tools are in good working order for every training. This includes the planning and execution of periodic tools inspections and calibrations.
• Collect student experiences by using metrics such as surveys, NPS scores, KPIs, etc. and review with the Technical Support Manager XRM on a frequent basis.
• Maintain a pro-active practice to continuously improve processes.
• Provides daily agendas and tests the students on a frequent basis to measure their level of progress.

Do you qualify?

Experience and Education Requirements:

• BS in technical/scientific discipline or an equivalent combination of training and experience.
• 5 years direct experience training complex technical concepts to service engineers
• Proficiency creating video and online training content
• Experience training trainees from many different countries and languages
• Demonstrated understanding of analog and digital electronics, optics, mechanical systems, motion control systems and vacuum systems.
• Knowledge of data collection and analysis techniques.
• Superior communications skills.  Able to converse readily in English, both verbally and in writing.  Able to communicate to diverse global workforce 
• Proven ability to work successfully as an individual contributor or as part of a team.

Working Conditions and Special Demands:

• Able and willing to travel as necessary, domestic and international, ~10%
• Capable to lift 50 lbs. safely
• Eligible for passport

The annual pay range for this position is $99,000 – $123,000

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus or sales commissions.  ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.

robust benefits, including medical plans, retirement savings plan and paid time off.

We have amazing benefits to support you as an employee at ZEISS!

• Medical
• Vision
• Dental
• 401k Matching
• Employee Assistance Programs
• Vacation and sick pay 
• The list goes on! 

ZEISS is an EEO/AA/M/F/Disabled Veteran Employer