Technical Training Specialist

Role Summary

The Technical Training Specialist ensures the organization consistently delivers high-quality, scalable technical service by developing and enabling diagnostic capability across the Support Contact Center through structured, virtual training and knowledge development.

Key Responsibilities

• Technical Training Design & Delivery (Virtual Focus)

• Design and deliver structured virtual technical training programs for:
• New hire onboarding
• Ongoing capability development
• Advanced diagnostic training
• External Technicians
• Facilitate engaging, interactive virtual sessions to reinforce:
• Diagnostics troubleshooting
• Equipment functionality
• Service workflows and tools
• Ensure training is clear, consistent, and aligned to operational expectations

• Diagnostics Capability Development

• Develop and deliver training that improves:
• First-time resolution
• Escalation quality
• Case ownership discipline
• Strengthen diagnostic skills across Technical Case Owners

• Training Needs Identification (Demand-Based)

• Partner with MFT Aftermarket teams to identify:
• Skill gaps driving repeat contact or escalation
• Knowledge gaps in products, systems, or workflows
• Prioritize training based on real service demand and business impact

• Knowledge Content Development & Maintenance

• Develop and maintain a library of content including technical documents, work instructions, technical job aids and training materials
• Ensure all content is accurate, up to date, and easy to use
• Content is structured for technical service use, training reinforcement, and real-world troubleshooting application
• Translate complex manuals and technical documents into simplified service documentation, job aids, and training materials tailored for technical support and field service audiences

• Cross-Functional Collaboration (Engineering, Support, Field)

• Partner with Engineering to identify product updates, common failure modes, and design changes
• Engage with Field/ASA teams to: Incorporate field insights into training content, Ensure training reflects real-world application and service execution
• Reinforce consistent use of: Tools, Diagnostic processes, Standard work

• Training Effectiveness & Continuous Improvement

• Measure effectiveness of training through:
• Performance trends (FTR, escalations, repeat calls)
• Learner performance evaluations
• Continuously refine training content and delivery methods to meet business needs

• Coaching & Skill Reinforcement

• Support frontline leaders and technical case owners in reinforcing training concepts
• Provide targeted coaching sessions for individuals or groups with identified gaps

• Other Duties as Assigned

Qualifications & Experience

• Bachelor’s or Associate's degree in a technical field (electronics, refrigeration, electrical systems, Learning and Development, or related) or equivalent experience
• 4–7+ years of experience in: Technical support, Field service, Training or capability development, Technical writing or development of service documentation
• Strong experience in: Equipment diagnostics and troubleshooting, Contact center or service operations environments

Key Skills & Competencies

• Instructional design and curriculum development expertise (ADDIE model)
• Audio/Video/eLearning Authoring/Virtual Training Tools (Storyline, Rise, Captivate)
• Strong technical expertise and diagnostic capability
• Technical writing, and content development
• Ability to translate complex technical concepts into clear, teachable content service-ready documents for technical support and field use
• Strong facilitation and virtual training delivery skills
• Data-driven mindset for identifying training needs and measuring effectiveness
• Strong communication and stakeholder collaboration skills
• Continuous improvement mindset

Nice-to-Have / Future-Focused Capabilities

• Experience building structured training curricula
• Familiarity with knowledge management systems (e.g., Zingtree)
• Exposure to KPI-driven service environments
• Experience in aftermarket, foodservice, or equipment-based industries
• Lean / continuous improvement experience

About Marmon Holdings

We support your well-being with comprehensive and easy-to-use benefits that you’ll be eligible to enroll in on your first day of employment. Here are some of the highlights:

• Medical, Dental, Vision, and Prescription Drug insurance plans
• Access to a Health Advocate who is an expert in Marmon’s health plan and can help you select the best health benefits for you and your family
• Tax advantaged spending accounts for health and dependent care expenses
• Wellness programs and resources including Telehealth, Mental Health, Fitness, and Family Planning
• Generous paid time off for personal use, holidays, and parental leave
• Company-sponsored life insurance
• 401(k) with fully vested company match; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your own
• Financial and retirement advising

Pay Range

$86,640.00 - $129,960.00