Role Summary
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.
Key Responsibilities
1. Technical Training Design & Delivery (Virtual Focus)
Design and deliver structured virtual technical training programs for
New hire onboarding
Ongoing capability development
Advanced diagnostic training
External Technicians
Facilitate engaging, interactive virtual sessions to reinforce
Diagnostic troubleshooting
Equipment functionality
Service workflows and tools
Ensure training is clear, consistent, and aligned to operational expectations
2. Diagnostic Capability Development
Develop and deliver training that improves
First-time resolution
Escalation quality
Case ownership discipline
Strengthen diagnostic skills across Technical Case Owners
3. Training Needs Identification (Demand-Based)
Partner with MFT Aftermarket teams to identify
Skill gaps driving repeat contact or escalation
Knowledge gaps in products, systems, or workflows
Prioritize training based on real service demand and business impact
4. Knowledge Content Development & Maintenance
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
Content is 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
5. Cross-Functional Collaboration (Engineering, Support, Field)
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
Ensure training reflects real-world application and service execution
6. Reinforcement of Service Delivery Model
Align all training to the Aftermarket Service Delivery Model
Ensure team members understand how their role contributes to end-to-end outcomes
7. Training Effectiveness & Continuous Improvement
Measure effectiveness of training through
Performance trends (FTR, escalations, repeat calls)
Learner performance evaluations
Continuously refine training content and delivery methods to meet business needs
8. Coaching & Skill Reinforcement
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
Standard work
Key Decisions Owned
Prioritization of training topics based on demand signals and performance gaps
Design and structure of training programs and curricula
Identification of knowledge gaps impacting service outcomes
Recommendations for updates to work instructions and diagnostic tools
Standards for converting technical source content into service-ready documentation and training tools
Methods for delivering and reinforcing virtual training effectively
Coordination and scheduling for virtual training activities
Measures of Success
First-Time Resolution (FTR): Improvement tied to stronger diagnostic capability
Escalation Rate: Reduction in avoidable escalations
Escalation Quality: Improved completeness and effectiveness of escalations
Repeat Contact Rate: Reduction driven by improved resolution quality
Time to Resolution: Faster, more effective case handling
Training Effectiveness: Measurable performance improvement post-training
Knowledge Utilization: Increased adoption of tools (e.g., Zingtree, job aids)
Documentation Effectiveness: Technical service documents are accurate, usable, and adopted by support and field teams
Capability Progression: Improved skill levels across aftermarket teams
Other duties as assigned
Qualifications & Experience
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
Technical writing or development of service documentation
Strong experience in
Equipment diagnostics and troubleshooting
Contact center or service operations environments
Key Skills & Competencies
Instructional design and curriculum development expertise (ADDIE model)
Audio/Video/eLearning Authoring/Virtual Training Tools (Storyline, Rise, Captivate)
Strong technical expertise and diagnostic capability
Technical writing, and content development
Ability to translate complex technical concepts into clear, teachable content service-ready documents for technical support and field use
Strong facilitation and virtual training delivery skills
Data-driven mindset for identifying training needs and measuring effectiveness
Strong communication and stakeholder collaboration skills
Continuous improvement mindset
Nice-to-Have / Future-Focused Capabilities
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
Travel Expectations
25-30%
Benefits
We support your well-being with comprehensive and easy-to-use benefits that you’ll be eligible to enroll in on your first day of employment. Here are some of the highlights:
Medical, Dental, Vision, and Prescription Drug insurance plans
Access to a Health Advocate who is an expert in Marmon’s health plan and can help you select the best health benefits for you and your family
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; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your own
Financial and retirement advising
About Marmon Holdings
Marmon Holdings, Inc., a Berkshire Hathaway company, comprises 11 groups and more than 100 autonomous businesses with total annual revenue of $10 billion. Marmon’s 28,000-plus team members are celebrating the company's 70th anniversary in 2023 and helping write the next chapter of Marmon's story.
Pay Range
86,640.00 - 129,960.00
We offer a comprehensive benefits package that may include medical, dental, vision, 401k matching, and more!
Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.
