Technical Training and Development Manager

Gregory Poole Equipment Company•Raleigh, NC

9d•Hybrid

About The Position

Develop training course structure for GPLS Associates on our training classes which cover repair of equipment, installation, maintenance, and safety. Oversee the coordination and relocation of equipment and execution of all training courses. Manage all training requests from Operations, understanding the needs of the Training Department audience. Develop curriculum and train Lift Systems software modules to Service Managers and technicians. Train new hire Lift Division service personnel during monthly New Hire On-Boarding sessions. Manage the Lift Systems Division Technician Career Guide, maintaining HYG updates and technician certification statuses, as well as acting as a guidance counselor for Service Managers and technicians as they seek development of skillsets outlined in the Technician Career Guide. This position is responsible for the training and distribution of technical information within Gregory Poole Lift Division branches. The individual provides both service, parts, and sales technical support. The scope of the position is to provide primary support to (13) Service Managers and (200+) Technicians. This position will manage (1+) Technical Communicators, (1) Training coordinator, and (1+) Telemetry Fleet Account Managers.

Requirements

Associate degree with at least 5 years of instructional development and training experience preferred or an equivalent combination of education and experience.
At least one year of leadership or supervisory experience is required.
Ability to read, analyze and interpret service manuals, parts manuals, common technical journals and technical procedures.
Ability to write technical reports, business correspondence, and procedural manuals.
Ability to effectively present information and respond to questions from groups of managers, technicians, and GPLS external customers.
Ability to respond to common inquiries or complaints from internal or external customers.
Intermediate level PC skills, especially with MS Office (Excel, PowerPoint, Word, Outlook) and internet usage.
Strong verbal and written communication skills.
A valid driver’s license.

Nice To Haves

5 years of instructional development and training experience

Responsibilities

Develop the training course structure, in a digital bookcase format, which will be ready to be executed as HYG and Allied equipment becomes available.
Determine class title, determine class enrollment based on Operations needs and technician certification levels, determine HYG or Allied equipment necessary for training, and determine branch location where the class will be held.
Maintain oversight of courses in digital bookcase to ensure follow-through in a systematic order and in the order of precedence.
Oversee the coordination of equipment by reviewing new product reporting and ensuring timely requests for equipment holds and/or relocation to the Lift Division Director of Sales.
Oversee the coordination of training classes listed on the training calendar, which is published for Operations, and oversee the communication to the branches regarding scheduled classes, as well as sufficient follow-up to ensure class participation.
Work with management to develop long-term plans for training within GPLS. Analyze demographics, availability of human resources, and long-term business needs to help plan training to meet business objectives.
Serve as the designated contact with HYG and other Allied Product companies regarding training and development needs. Schedule OEM training courses at GPLS, as well as Train-The-Trainer sessions.
Manage the Lift Systems Division Technician Career Guide, maintaining HYG updates and technician certification statuses by using the format established by the Lift Division reporting team.
Monitor accuracy of the Technician Career Guide report and communicate any discrepancies to the Lift Division Technology Specialist for adjustment or correction.
Assume the role of a guidance counselor for the Service Managers and technicians, understanding the pathway each technician needs to follow to maximize his/her growth potential, as well as maximizing the return for GPLS based on our technician certification levels.
Identify areas in which training is needed to achieve targeted levels of performance. Measure current levels of performance against ideal desired levels of performance.
Develop and maintain updated curriculum for GPLS software modules, using audiovisual equipment, training aids, or training programs as necessary.
Instruct software class participants on troubleshooting techniques, failure analysis, system maintenance and repair of equipment, as well as other topics following curriculum outline, handouts, and texts.
Demonstrate procedures being taught, such as repair, removal and installation, components/equipment, failure analysis, etc. Coach employees in the application of new skills.
Observe trainees, and work with individuals one-on-one to assess skills, knowledge and abilities and help them understand GPLS software. Help individuals apply training to the job.
Lead discussion groups on a variety of subjects, including troubleshooting and problem-solving techniques. Manage class to ensure total and balanced participation.
Oversee the troubleshooting and technical support of Service Managers and technicians in areas of software difficulty or failure.
Oversee the troubleshooting and technical support of Service Managers and technicians in areas of SMART Office and SMART Technician.
Oversee the troubleshooting and technical support of Service Managers and technicians in areas of equipment difficulty or failure at customer locations.
Oversee Telemetry operations, training, troubleshooting, and administrative functions.
Communicate to upper management any matters that require escalation or unresolved product failure.
Prepare presentation and train new hire Lift Division service personnel during monthly New Hire On-Boarding sessions, using audiovisual equipment, training aids or training programs as necessary.
Participate in meetings, seminars, and training sessions to obtain information useful to training faculty and integrates information into training program.
Participate in the Technical Training Department planning sessions, gathering in advance any necessary input from Product Support Managers, Service Managers, HYG, and Allied product lines.
Provided daily and long-term leadership for direct report associates to include but not be limited to the following activities: Interviewing and hiring, Coaching, Training and developing, Counseling and disciplining.