Training & Installation Manager

Company Name:
Precor Inc.
Job Descriptions:
The Training and Installation Manager leads a team of technical trainers to promote outstanding customer support by developing and administering training and technical communication programs. Responsible for overseeing the development of in-field and in-house training and communication programs that support the strategy, objectives and overall management of Precor installation and product repair. Responsible for overseeing the development and delivery of service bulletins, tech tips and other technical communication. The position also involves considerable interface with every department within Precor. Responsible for developing operating plans, strategy, objectives and overall management of Precor's customer support training and technical communication operations. Establishing and maintaining relationships with dealers and independent service providers is a must.
Reporting directly to the Customer Service Director, the incumbent will work with a wide variety of internal and external customers. Directly interfacing with all levels of customers' organizations in regards to product installation, training, service and quality topics. Leadership, vision, follow through, attention to detail and professionalism are important factors in the daily administration of this position.
The incumbent will define, manage, and execute Precor training policies and procedures by utilizing existing training resources, along with our dealer network, independent installation organizations and service providers to meet overall company objectives. The incumbent will use overall knowledge of Precor's mission statement, objectives and strategies, along with exercising considerable independent discretion and judgment to ensure that the organization meets or exceeds the needs of its customers.
30% - Strategy/Vision
o Manages the implementation of field training processes, procedures and measurements to ensure service provider quality.
o Defines training and technical content delivery systems. Functions as SME and driver on the development and implementation of delivery systems.
20% - Leadership
o Assists Customer Support leadership to implement training, processes, procedures and measurements for our call center, to ensure sound technical interaction with customers.
o Develops team goals based on overall departmental and company goals. Writes and administers employee performance reviews. Develops and encourages staff in the knowledge and use of quality principles, to meet objectives. Further develop and measure current and future performance targets.
50% - Operations
o Manages day-to-day training operations and training personnel to ensure proper internal and external programs are executed and quality levels are measured, reported and communicated.
o Responsible for various forms of communication in regards to product quality, changes and enhancement notifications, to and from the service provider, and internal service personnel.
o Ensures that all training and installation documents and procedures are kept up-to-date to ensure service providers have the most current information available. Assist with escalated installation, training or service issues.
o Manages technical communication capability - writers, delivery systems, KPIs, etc..
o Manage training seminars schedules and needs. Attend trade shows to provide service support and information, as needed.
Performs other duties as assigned
Required Experience:
Any equivalent combination of education and experience, which provides the applicant with the knowledge, skills, and abilities required to perform the job, will be considered.
o Bachelor's degree in a related business or technical field.
o Technical Training degree or equivalent military Technical Training a plus.
o Formal training in electronic theory, trouble-shooting and repair of electro mechanical equipment or equivalent on the job training is required.
Experience and Skills:
o Three years technical training management experience required.
o Three years technical communications management experience preferred.
o Experience in the design and implementation of training programs.
o Web based training application experience desired.
o Experience in presenting technical information before small and large groups required.
o Project Management experience preferred.
o Electronic and mechanical technical knowledge.
o Ability to understand detailed technical drawings.
o Detail oriented.
o Excellent problem solving skills to identify quantify and resolve problems quickly.
o Ability to work effectively with a broad range of people and personalities.
o Proven ability to form and maintain business relationships.
o Excellent oral and written communication skills.
o Experience working closely with remote installation, repair and customer service organization(s).
o Ability to set and administer measurable goals.
o Must be able to work with and effectively manage with a broad range of people and personalities.
o Must be able to manage multiple simultaneous projects.
o Must be able to work independently with minimal direct supervision.
o Use of Microsoft Windows, Office and Outlook knowledge is essential. A high level of proficiency in using word processing and detailed spreadsheets a must.
o Background of working with automated (computerized) customer service entry and tracking systems.
o Customer Focus - solicits and uses feedback for continuous improvement. Strives for quality and excellence.
o Accountability - takes a no excuses approach to making things happen. Takes responsibility for own actions and results.
o Teamwork - Actively assists to move the team toward the completion of goals
o Communication Skills - Effectively expresses ideas and thoughts verbally and in written form.
o Collaboration - Establishes collaborative relationships to achieve objectives
o Develop Others - Effectively manage and develop others
o Drive for Results- Develop strategies, action plans, and metrics to monitor results
Normal office conditions. Regularly working in office and manufacturing environments to accomplish stated work objectives.
Light physical effort in an office environment. Some lifting of parts / products may be required in the manufacturing areas.
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
o Light physical effort in an office environment
o Moderate computer use / data entry
o Must be able to lift up to 40 lbs.
Keyword: Training, technical training
From: Precor Inc.

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