Job Description
As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.
Though you may not know us by name, you’ve most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio. For decades, we’ve designed and manufactured foodservice equipment for some of the world’s biggest, most recognized consumer brands.
We are driven to innovate with a clear purpose in mind: revolutionizing the future of foodservice. Guided by our commitment to Doing Things That Matter, Leading at Every Level, and Winning a Better Way, we focus on delivering meaningful impact for our customers, our communities, and each other.
The Technical Training Specialist ensures 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. Through close partnership with Support, Customer Operations, Engineering, and Field teams, the Technical Training Specialist ensures capability development is aligned to actual customer needs and that highly technical source materials are converted into service-ready documents that can be applied consistently in the field and support environment.
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 - 129,960.00We 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 [email protected], and please be sure to include the title and the location of the position for which you are applying.