Training Manager

Key Responsibilities

• Develop and execute a comprehensive training strategy that supports technician onboarding, development, certification, and career progression.
• Create and maintain structured training pathways for technicians at various skill levels.
• Partner with service leadership to identify workforce capability gaps and implement targeted training solutions.
• Establish competency models, skills matrices, certification standards, and training requirements.
• Support improvements in technician productivity, quality, safety, customer satisfaction, and employee retention through effective training programs.
• Evaluate and improve training delivery processes to increase efficiency, consistency, and scalability.
• Develop capacity planning models that align instructor availability, geographic coverage, and training demand.
• Implement scheduling processes and tools that improve visibility and coordination across stakeholders.
• Reduce customer training lead times through process optimization, forecasting, and resource planning.
• Establish standardized workflows for training requests, prioritization, scheduling, and program administration.
• Drive continuous improvement initiatives focused on increasing training throughput and reducing operational bottlenecks.
• Manage the full lifecycle of training programs, including planning, implementation, execution, evaluation, and continuous improvement.
• Establish service level expectations and performance metrics for training delivery.
• Develop dashboards and reporting to measure training effectiveness, utilization, completion rates, and operational performance.
• Ensure training programs remain aligned with OEM requirements, industry standards, and business objectives.
• Oversee learning management systems (LMS), certification platforms, and other training technologies.
• Evaluate and implement new tools and digital learning solutions to improve training effectiveness and scalability.
• Ensure training records, certifications, and compliance documentation are maintained accurately.
• Leverage technology and automation to improve reporting, scheduling, communication, and overall program administration.
• Partner with Sales and Customer Solutions teams to support customer training initiatives and revenue growth opportunities.
• Coordinate training logistics, including scheduling, instructor assignments, travel, materials, and related administrative functions.
• Monitor customer demand trends and proactively adjust training resources and capacity.
• Stay informed on industry trends, emerging technologies, and equipment advancements to ensure training programs remain current and effective.

Required Skills & Abilities

• Strategic & Operational Leadership
• Experience balancing competing priorities across internal employee development and customer-facing training programs.
• Strong decision-making skills with a data-driven, results-oriented approach.
• Process Improvement & Continuous Improvement
• Experience evaluating and improving operational processes to increase efficiency, scalability, and effectiveness.
• Ability to identify bottlenecks, streamline workflows, and implement sustainable solutions.
• Familiarity with Lean, Six Sigma, Kaizen, or similar continuous improvement methodologies preferred.
• Training Operations & Capacity Planning
• Strong understanding of training operations, resource planning, scheduling, and capacity management.
• Ability to align instructor availability, training demand, and business priorities.
• Experience improving service delivery, responsiveness, and training lead times.
• Technology & Systems
• Experience utilizing Learning Management Systems (LMS), training platforms, and reporting tools.
• Ability to leverage technology, automation, and digital learning solutions to improve training effectiveness and operational visibility.
• Proficiency with Microsoft Office Suite; experience with Power BI, Tableau, or similar reporting tools preferred.
• Leadership & Communication
• Proven ability to lead, coach, and develop teams.
• Strong communication, presentation, and stakeholder management skills.
• Ability to influence and collaborate across multiple departments and levels of the organization.
• Experience leading change initiatives and driving adoption of new processes and systems.
• Business & Customer Focus
• Ability to partner effectively with Service, Sales, Operations, and Customer Solutions teams.
• Strong customer-focused mindset with an emphasis on responsiveness, quality, and continuous improvement.
• Understanding of how training programs support employee development, customer satisfaction, and business growth.