Technical Trainer- Internal University

Role Summary

The Technical Trainer - Internal University position builds and sustains a scalable, high-impact technical training program by designing and governing the Internal Technical University—ensuring consistent development of role-based proficiency, and long-term capability across the Aftermarket organization.

Key Responsibilities

• Technical University Strategy & Program Ownership

• Design and manage the Internal Technical University framework across the organization

• Define structured learning pathways for internal job roles, including internal MFT teams, and to external customers

• Establish clear progression models aligned to: Skill development, Role expectations, Business needs

• Ensure the program is consistent and easily scalable

• Curriculum Design & Development

• Build comprehensive technical curricula for:

  • Equipment knowledge
  • Diagnostic troubleshooting
  • Service workflows and tools

• Ensure content is consistent and easily scalable

• Certification & Capability Validation

• Design and manage certification programs to validate technical competency

• Establish criteria for: Skill proficiency, Role readiness and advancement eligibility

• Ensure certifications are aligned to: Real-world diagnostic capability, Case execution requirements

• Partner with leadership to embed certifications into performance and development models

• Training Needs Analysis (Demand & Performance Driven)

• Leverage inputs from internal groups/leaders

• Identify systemic capability gaps and deficiencies that drive repeat demand or escalation

• Update curriculum based on business impact and customer outcomes

• Knowledge Governance & Standardization

• Partner with Technical Trainers and SMEs to build:

  • Work instructions
  • Diagnostics flows
  • Training materials are aligned and consistent

• Establish a single source of truth for governance of content

• Integration with Service Delivery Model

• Align Technical University programs to the Aftermarket Service Delivery Model

• Ensure all training supports service execution and customer outcomes

• Measurement & Continuous Improvement

• Define and track effectiveness of training programs through:

  • Aftermarket Service Delivery Model
  • Learner performance evaluation

• Continuously refine curriculum and certification programs based on performance data

• Organizational priorities

• Cross-functional Partnership (Engineering, Support, Field, Ops)

• Collaborate with Engineering to:

  • Incorporate product updates and failure modes into curriculum

• Partner with Support and Ops to:

  • Align training with execution expectations

• Engage with Field/ASAs to:

  • Integrate real-world application insights, and reflects real world examples

• Enablement of Trainers & Leaders

• Equip Technical Trainers (Virtual) with:

  • Structured curricula
  • Content frameworks
  • Delivery standards

• Support leaders with tools to reinforce:

  • Capability development
  • Skill progression

• Ensure consistency in how training is delivered and reinforced across the organization

Qualifications & Experience

• Bachelor’s degree or equivalent experience in technical, engineering, Learning and Development or related field
• 6–10+ years of experience in: Technical support or field service, Training, curriculum development, or capability building
• Experience designing structured training or certification programs
• Strong understanding of: Principles of Adult/Technical Learning, Diagnostic troubleshooting, Service operations and contact center environments
• Key Skills & Competencies:
  • Instructional design and curriculum development expertise (ADDIE model)
  • Audio/Video/eLearning Authoring tools (Storyline, Rise, Captivate)
  • Strong technical knowledge and diagnostic capability
  • Strong cross-functional collaboration and influence
  • Program management and organizational skills
• Nice-to-Have / Future-Focused Capabilities:
  • Experience building structured learning programs
  • Administration/Coordination of learning management systems (LMS)
  • Experience with certification frameworks and competency models
  • Exposure to KPI-driven service environments
  • Lean / continuous improvement experience
  • Experience in aftermarket, foodservice, or equipment-based industries