Service Training & Development Manager

About the Role

The Service Training & Development Manager leads the service training team that develops and delivers technical training equipping distributors, authorized service agencies, rental businesses, end users, automation integrators, and internal employees to service and troubleshoot welding equipment. Blending technical capability, instructional leadership, and cross-functional collaboration, you'll build high-impact training programs, strengthen service capabilities, and ensure consistent customer support.

Responsibilities

• Lead, coach, and develop the service training team by establishing team processes, individual growth plans, and a collaborative, high-performance culture that reinforces ITW Welding brand values.
• Design, develop, and deliver instructor-led, computer-based, and blended technical training, translating product documentation, electrical schematics, and service information into engaging learning experiences for distributors, service agencies, rental businesses, end users, automation integrators, and employees.
• Partner with cross-functional business units to align training programs with new products, technologies, and evolving service requirements.
• Work with the service network administrator to develop and deliver programs that support service network growth and improve the efficiency and effectiveness of service partners.
• Influence the development of international post-sales support, with a focus on service development and process efficiencies.
• Lead Voice of Customer efforts, partnering with divisions, technical publications, and service administration to develop technical content, refine next-generation training programs, and shape go-to-market and engineering standards, helping service partners succeed and making Miller the easiest OEM to do business with.
• Evaluate and continuously improve training effectiveness through assessments, feedback, and performance analysis, while keeping training materials and documentation current.
• Maintain training equipment, tools, and training center readiness, and support departmental budget management and operational efficiency.
• Contribute to the development of systems our domestic and international partners rely on, such as Customer Portal, service software, and Warranty Connect.

What Success Looks Like

• Stronger technician competency and troubleshooting through high-quality training.
• Current, engaging materials aligned to new products, technologies, and procedures.
• Timely, effective training driven by close collaboration with business units.
• Well-equipped training centers delivering exceptional hands-on learning.
• A high-performing training team backed by coaching, development, and standard procedures.
• Higher customer satisfaction from stronger service across distributors, service agencies, and end users.

Requirements

• Bachelor's degree in Business, Engineering, Technology, or a related field. An equivalent combination of an associate degree and 8+ years of relevant technical service or training experience will be considered in lieu of a bachelor's.
• Technical aptitude and a strong interest in learning welding equipment, applications, and systems. Prior welding or electrical/mechanical experience is a plus.
• Comfort working with technical concepts such as electrical schematics, technical drawings, and service documentation, or the ability to build that skill quickly.
• Experience developing and delivering training or presentations to groups of varying sizes.
• Demonstrated leadership coaching, developing, and supporting teams.
• Proficiency with Microsoft Office; familiarity with AutoCAD or other technical software is a plus.
• Strong organizational, communication, and presentation skills, with the ability to manage multiple priorities.
• Self-motivated, effective both collaboratively and independently.
• Willingness to travel up to 25%.

Benefits

• Generous Retirement Benefits – 401(k) match plus an additional retirement contribution.
• Paid Time Off – 11 paid holidays, 5 sick days, and vacation time.
• Company-Paid Insurance – Life, AD&D, Short-Term & Long-Term Disability insurance.
• Family-Friendly Benefits – 4 weeks of paid parental leave and adoption reimbursement.
• Education Assistance – tuition reimbursement.