Technical Training Specialist
About The Position
Marmon Foodservice Technologies, Inc. is seeking a Technical Training Specialist to ensure the organization consistently delivers high-quality, scalable technical service by developing and enabling diagnostic capability across the Support Contact Center through structured, virtual training and knowledge development. This role creates value by translating real-world service demand, diagnostic gaps, and product complexity into targeted training and technical service documentation that improve first-time resolution, reduce escalation volume, and strengthen technical confidence across the organization. The Technical Training Specialist is responsible for designing, delivering, and continuously improving virtual technical training programs that build diagnostic capability and execution consistency for learners. This role serves as the bridge between technical knowledge and operational execution, ensuring that team members and technicians are equipped with the skills, tools, and expertise needed to diagnose and resolve issues effectively. Validating complex engineering manuals and highly technical documentation are translated into clear, practical, technical service-ready materials. The Technical Training Specialist works closely with Technical Case Owners, NPD Readiness Leads, and Customer Operations Leads to identify capability gaps, reinforce best practices, and ensure that training is aligned with real service demand and business priorities.
Requirements
- Bachelor’s or Associate's degree in a technical field (electronics, refrigeration, electrical systems, Learning and Development, or related) or equivalent experience.
- 4–7+ years of experience in technical support, field service, training or capability development, or technical writing/development of service documentation.
- Strong experience in equipment diagnostics and troubleshooting.
- Strong experience in contact center or service operations environments.
Nice To Haves
- Experience building structured training curricula.
- Familiarity with knowledge management systems (e.g., Zingtree).
- Exposure to KPI-driven service environments.
- Experience in aftermarket, foodservice, or equipment-based industries.
- Lean / continuous improvement experience.
Responsibilities
- Design and deliver structured virtual technical training programs for new hire onboarding, ongoing capability development, advanced diagnostic training, and external technicians.
- Facilitate engaging, interactive virtual sessions to reinforce diagnostic troubleshooting, equipment functionality, and service workflows and tools.
- Develop and deliver training that improves first-time resolution, escalation quality, case ownership discipline, and strengthens diagnostic skills across Technical Case Owners.
- Partner with MFT Aftermarket teams to identify skill gaps driving repeat contact or escalation, and knowledge gaps in products, systems, or workflows.
- Prioritize training based on real service demand and business impact.
- Develop and maintain a library of content including technical documents, work instructions, technical job aids, and training materials.
- Ensure all content is accurate, up to date, and easy to use, structured for technical service use, training reinforcement, and real-world troubleshooting application.
- Translate complex manuals and technical documents into simplified service documentation, job aids, and training materials tailored for technical support and field service audiences.
- Partner with Engineering to identify product updates, common failure modes, and design changes.
- Partner with Support teams to align training with operational workflows and expectations.
- Engage with Field/ASA teams to incorporate field insights into training content and ensure training reflects real-world application and service execution.
- Align all training to the Aftermarket Service Delivery Model and ensure team members understand their role's contribution to end-to-end outcomes.
- Measure effectiveness of training through performance trends (FTR, escalations, repeat calls) and learner performance evaluations.
- Continuously refine training content and delivery methods to meet business needs.
- Support frontline leaders and technical case owners in reinforcing training concepts.
- Provide targeted coaching sessions for individuals or groups with identified gaps.
- Reinforce consistent use of tools, diagnostic processes, and standard work.
Benefits
- Medical, Dental, Vision, and Prescription Drug insurance plans
- Access to a Health Advocate
- Tax advantaged spending accounts for health and dependent care expenses
- Wellness programs and resources including Telehealth, Mental Health, Fitness, and Family Planning
- Generous paid time off for personal use, holidays, and parental leave
- Company-sponsored life insurance
- 401(k) with fully vested company match
- Additional annual discretionary contribution to 401(k) account
- Financial and retirement advising
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
