Manager, Technical Training

About the role

The Technical Training Manager is responsible for designing, delivering, and continuously improving training programs and technical documentation for internal service team members and customers within the parcel logistics, mail, and warehouse automation operational areas.

Responsibilities

• Develop, own, and continuously improve the technical training strategy, roadmap, and delivery model for internal service teams, OEM partners, and end-user customers within parcel logistics, mail, warehouse automation, and broader supply chain operations.
• Build, lead, coach, and develop a team of technical trainers to ensure consistent, high-quality training delivery, strong facilitation standards, and effective knowledge transfer across audiences and locations.
• Partner closely with Sales, Project Management, Engineering, Operations, Field Service, Customer Service, Safety, HR, and customer stakeholders to align training plans with business priorities, project timelines, customer commitments, and operational requirements.
• Lead training readiness for new product launches, customer implementations, system upgrades, site start-ups, go-lives, and service transitions to ensure technicians, operators, and customers are prepared before deployment.
• Develop and facilitate onboarding, certification, refresher, and advanced technical training for internal service team members, OEMs, and customers on parcel logistics, mail, material handling, warehouse automation, and industrial automation systems.
• Create, update, and govern technical documentation and learning content to ensure accuracy, version control, accessibility, consistency, and alignment with current equipment, software, service procedures, customer requirements, and company standards.
• Use training insights and operational data to improve safety, equipment uptime, first-time fix rate, troubleshooting capability, technician readiness, service quality, operational efficiency, and customer satisfaction.
• Proactively identify training gaps, skill deficiencies, documentation needs, process inconsistencies, and customer-specific requirements, and partner with leadership to implement corrective actions and scalable improvements.
• Ensure all training programs, documentation, and facilitation practices comply with company standards, safety expectations, customer site requirements, and applicable regulatory guidelines, including OSHA-aligned practices where applicable.
• Perform other duties as assigned.

Requirements

Excellent verbal and written communication skills with the ability to convey technical information clearly and professionally to diverse internal and external audiences.

Experience designing and delivering training programs in technical, logistics, warehouse automation, parcel sortation, distribution, or field service environment required.

Experience in customer-facing roles, technical support, field service, operations support, or equipment implementation preferred.

Strong understanding of supply chain operations, including warehouse workflows, distribution processes, parcel logistics, material handling equipment, service operations, and customer fulfillment requirements.

Familiarity with parcel automation and sortation systems, conveyors, scanners, printers, controls, sensors, mechanical components, and warehouse management or route optimization systems.

Ability to translate complex technical, operational, and automation concepts into practical, learner-friendly training for technicians, operators, customers, and cross-functional business partners.

Strong knowledge of safety practices applicable to warehouse, logistics, and industrial automation environments, including lockout/tagout awareness, personal protective equipment, and OSHA-aligned training expectations.

Ability to troubleshoot mechanical, electrical, controls, software, connectivity, and system-related issues in real time and incorporate lessons learned into training materials.

Proficiency in Microsoft Office Suite, LMS platforms, e-learning authoring tools such as Articulate or Captivate, documentation tools such as Visio and Adobe Acrobat, and content or knowledge management systems.

Experience managing learning content governance, version control, standardization, knowledge bases, training records, and course maintenance across multiple sites or customer groups.

Experience with data-driven training evaluation using LMS analytics, operational KPIs, assessment results, customer feedback, and performance metrics to identify gaps and drive continuous improvement.

Strong project management, planning, prioritization, and time-management skills with the ability to manage multiple training initiatives, launches, and stakeholder needs in a fast-paced environment.

Proven ability to work collaboratively with cross-functional teams including engineering, operations, field service, project management, sales, HR, safety, and customer stakeholders.

Ability to adjust training methods for different learning styles, technical skill levels, operational realities, and customer-specific process requirements.

Ability to provide individualized coaching, train-the-trainer support, and follow-up reinforcement to address skill gaps and improve field execution.

Strong understanding of how effective training impacts safety, equipment uptime, first-time fix rate, operational efficiency, customer satisfaction, and service quality.

Flexibility to adapt to changing business needs, customer requirements, implementation timelines, and evolving technology platforms.

Attention to detail with strong editing, proofreading, facilitation, and presentation capabilities.

Bachelor’s degree in business, Education, Engineering, Industrial Technology, or related field required.

Minimum 5 years hands-on experience in parcel logistics, industrial automation, or field service operations required.

At least one relevant professional certification, such as ASCM/APICS Certified Supply Chain Professional (CSCP), ASCM/APICS Certified in Logistics, Transportation and Distribution (CLTD), Lean Six Sigma Green Belt or higher, OSHA 10 or OSHA 30 General Industry, CompTIA Certified Technical Trainer (CTT+), ATD Instructional Design or Certified Professional in Talent Development, Microsoft Certified Trainer, or manufacturer- or equipment-specific certifications related to warehouse automation, controls, conveyors, sortation systems, scanners, printers, or material handling equipment.