Technical Training and Development Manager

Gregory Poole•Raleigh, NC

8d•Hybrid

About The Position

This position is responsible for developing training course structures for GPLS Associates covering equipment repair, installation, maintenance, and safety. The role involves overseeing the coordination and relocation of equipment, managing the execution of all training courses, and handling training requests from Operations. The manager will develop curriculum and train on Lift Systems software modules for Service Managers and technicians, and conduct training for new hire Lift Division service personnel. Additionally, this role manages the Lift Systems Division Technician Career Guide, including HYG updates and technician certification statuses, and acts as a guidance counselor for skill development.

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.
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 preferred

Responsibilities

Develop the training course structure in a digital bookcase format for HYG and Allied equipment.
Determine class title, enrollment, necessary equipment, and branch location for training.
Maintain oversight of courses in the digital bookcase for systematic execution.
Oversee the coordination of equipment by reviewing new product reporting and ensuring timely requests for equipment holds and/or relocation.
Oversee the coordination of training classes on the training calendar and communicate with branches regarding scheduled classes and participation.
Work with management to develop long-term training plans for GPLS, analyzing demographics, human resources, and business needs.
Serve as the designated contact with HYG and other Allied Product companies regarding training and development needs, scheduling OEM training and Train-The-Trainer sessions.
Manage the Lift Systems Division Technician Career Guide, maintaining HYG updates and technician certification statuses.
Monitor the accuracy of the Technician Career Guide report and communicate discrepancies.
Act as a guidance counselor for Service Managers and technicians to support their growth potential and maximize return for GPLS.
Identify training needs to achieve targeted performance levels and measure current performance against desired levels.
Develop and maintain updated curriculum for GPLS software modules, instructing participants on troubleshooting, failure analysis, maintenance, and repair.
Demonstrate procedures such as repair, removal, installation, and failure analysis, and coach employees in new skills.
Observe trainees, assess skills, knowledge, and abilities, and help them understand GPLS software and apply training to their jobs.
Lead discussion groups on troubleshooting and problem-solving techniques, managing class participation.
Oversee troubleshooting and technical support for Service Managers and technicians regarding software, SMART Office, SMART Technician, and equipment issues at customer locations.
Oversee Telemetry operations, training, troubleshooting, and administrative functions.
Communicate matters requiring escalation or unresolved product failures to upper management.
Prepare presentations and train new hire Lift Division service personnel during monthly New Hire On-Boarding sessions.
Participate in meetings, seminars, and training sessions to gather and integrate useful information into the training program.
Participate in Technical Training Department planning sessions, gathering input from Product Support Managers, Service Managers, HYG, and Allied product lines.
Provide daily and long-term leadership for direct report associates, including interviewing, hiring, coaching, training, developing, counseling, and disciplining.