Director Service Training

About the role

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.

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
• Led 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
• Leads blended learning approaches including instructor-led, digital, simulation, and on-the-job training to maximize scalability and effectiveness
• Pairs 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
• Serves as the enterprise subject matter expert for service training, learning methodologies, and capability development

Requirements

• Minimum 7 years of experience in Training/Instructional Design in a technical environment
• Minimum 4 years of leadership experience, preferably in a global manufacturing or regulated environment

Qualifications

• Bachelor’s degree or equivalent combination of education and experience

Skills

• 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
• Advanced capability in organizational change management and talent development
• Experience building governance models, performance metrics, and operating rhythms at an enterprise level
• Experience with SAP or equivalent ERP systems