Description: The Regional Field Service Training Manager leads the delivery of development activities. Providing demonstrations, knowledge, support and training to all service employees to perform effectively and safely. This role will work closely with the centralized training team along with the technical team in the field.

Responsibilities:

• Create a standardized training program/tracking and accountability including technical levels
• Manage the delivery of training programs, materials, tools, and resources
• Oversee training of employees by hosting hands-on training sessions and ensuring new hires undergo training
• Carry out in-field and in-shop training along with quality checks
• Deliver training courses including coordination of product-related training and new product training
• Implement training KPIs and assess any employees utilized to deliver specialized training
• Actively seek current training methods and best practices to facilitate training employees
• Conduct gap analysis for individual and team skills to identify areas for improvement
• Liaise with industry experts and organize training sessions
• Drive customer-facing improvements by executing best-in-class training programs in collaboration with other departments
• Measure improvements in employees’ job performance and identify areas of opportunity
• Work with Risk Management to identify the root cause of product/general liability claims and assist as needed
• Resolve escalated issues from operations and customers
• Work closely with local branch management on operational issues including any related to technical service
• Create and maintain a train-the-trainer program and identify training leaders by branch
• Hold monthly meetings with Managers and Service leaders to provide updates and training
• Identify and train employees on additional service revenue-generating approaches and programs
• Complete any other responsibilities as assigned
  
  

Requirements:

• Bachelor’s Degree (B.S.) in Business or related educational field or equivalent in experience
• In-depth knowledge and multiyear hands-on experience with our household products is a plus
• Ability to read and understand plumbing, piping and electrical wiring programs, preferred.
• Water knowledge is a plus. The candidate must be able to teach the application and proper sizing of water treatment equipment based on water quality and demand.
• Experience analyzing company needs, lesson planning, development, and implementation
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Teams)
• 25% - 50% travel required throughout region (MN, IN, IL, OH, TX, AZ)
• Strong understanding of business goals and standards for customer service
• Strong organizational, analytical, and problem-solving skills to help determine where training gaps exist
• Possess excellent leadership skills and ability to communicate effectively with varying levels of management