Manager, Technical Training

About the role

Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future. Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes. The Manager, Technical Expertise serves as the technical authority and field advocate within the organization, ensuring that field professionals are equipped with the knowledge, skills, and support necessary to deliver high-quality installations and service experiences. This role acts as the critical link between Field Operations, Product, Engineering, Training, and Operational Excellence teams. The Manager, Technical Expertise develops and validates technical training programs, evaluates new hardware and software deployments, identifies field impacts and risks, and creates solutions that improve technician effectiveness and customer outcomes. The successful candidate will possess deep field experience, exceptional technical knowledge, strong communication skills, and the ability to build credibility with field teams. This individual will become the trusted resource for field professionals facing technical challenges and serve as the voice of the field when introducing new products, tools, and processes. This position requires frequent travel to field locations, training events, pilot programs, and operational meetings.

Responsibilities

• Serve as the organization's subject matter expert on field installation and service practices.
• Maintain deep knowledge of installation techniques, troubleshooting methodologies, electrical principles, safety standards, and connected home technologies.
• Provide technical guidance and escalation support to field professionals experiencing complex installation or service challenges.
• Build and maintain credibility with field teams through hands-on expertise and practical problem-solving.
• Define technical skill requirements for Field Professionals across all installation and service disciplines.
• Partner with Learning & Development teams to design and maintain technical training curriculum.
• Ensure training content accurately reflects field realities and operational needs.
• Identify training gaps and develop programs to improve technician proficiency.
• Facilitate instructor-led training sessions, workshops, certification programs, and field readiness initiatives.
• Examples include: Thermostat installation and configuration, Wire routing and termination, Electrical fundamentals and voltage troubleshooting, Job-site safety practices, Equipment troubleshooting and diagnostics, Networking, Best practices for installation quality.
• Evaluate new products, hardware, software, and field tools prior to broad