Director Service Training
About The Position
The Director of Service Training leads the enterprise strategy, roadmap, and execution of a comprehensive training ecosystem that advances the technical, operational, and customer-facing capabilities required to deliver a consistent, high-quality service experience across the global network. This role establishes a future-forward learning vision that bridges installed product expertise, field service realities, and evolving customer expectations—ensuring technicians and service teams are fully equipped to support product performance, reliability, and lifecycle service excellence. The Director defines the end-to-end training strategy and operating model, integrating hands-on, instructor-led training with scalable digital, virtual, and on-demand learning solutions to create a cohesive, blended learning experience. This includes building a structured, progressive learning journey for technicians that aligns with installed product complexity, diagnostics, and real-world service application.
Requirements
- Bachelor’s degree or equivalent combination of education and experience
- 7 years of experience in Training/Instructional Design in a technical environment
- 4 years of leadership experience, preferably in a global manufacturing or regulated environment
- Demonstrated ability leading leaders and influencing executive‑level stakeholders
- Proven executive presence with exceptional written, verbal, and presentation skills
- Demonstrated success leading enterprise transformation and large‑scale, cross‑functional initiatives
- Strong business acumen with the ability to align portfolio decisions to strategic priorities and financial outcomes
- Experience building governance models, performance metrics, and operating rhythms at an enterprise level
- Advanced capability in organizational change management and talent development
- Experience with SAP or equivalent ERP systems
Nice To Haves
- Masters Degree
- Master Training certification
- Experience creating online curriculum
- Technical training and curriculum development (DACUM) experience
- Product development experience in design or service role
Responsibilities
- Establishes the enterprise service training strategy, standards, and operating model aligned to service excellence, product roadmaps, and capability needs
- Governs curriculum architecture, certification frameworks, and competency models for technicians, service leaders, and dealer personnel
- Ensures training programs meet regulatory, safety, and quality requirements
- Leads the design, development, and deployment of technical, diagnostic, and customer‑experience training across global service channels
- Integrates field data, reliability insights, and lessons learned into training content to improve service accuracy, speed, and first‑time fix rates
- Oversees blended learning approaches including instructor‑led, digital, simulation, and on‑the‑job training to maximize scalability and effectiveness
- Partners with Service Engineering, Technical Service, Quality, Manufacturing, and Dealer Development to ensure training reflects current standards, procedures, and product changes
- Aligns training with new product introduction (NPI) and commercialization processes to ensure service readiness at launch
- Collaborates with regional service leaders to tailor training to market needs while maintaining global consistency
- Defines and track KPIs related to training effectiveness, technician proficiency, certification compliance, and service performance outcomes
- Drives continuous improvement of training content, delivery methods, and learning technologies based on performance data and stakeholder feedback
- Ensures training contributes to measurable improvements in customer satisfaction, warranty cost reduction, and operational efficiency
- Leads and develops a high‑performing training organization, including instructional designers, trainers, and certification specialists
- Builds a scalable capability‑development ecosystem that supports career pathways, skill progression, and workforce readiness across the service network
- Serves as the enterprise subject matter expert for service training, learning methodologies, and capability development
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What This Job Offers
Job Type
Full-time
Career Level
Director
