Technical Training Specialist

Marmon Food service Technologies, Inc., a division of Marmon Holdings, is seeking a Technical Training Specialist to ensure the organization delivers high‑quality, scalable technical service through virtual training and knowledge development.

The Technical Training Specialist designs, delivers, and continuously improves virtual technical training programs that build diagnostic capability and execution consistency for learners. The role bridges technical knowledge with operational execution, ensuring technicians are equipped with the skills, tools, and expertise needed to diagnose and resolve issues effectively.

• 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.
• Ensure training is clear, consistent, and aligned to operational expectations.
• Develop and deliver training that improves first‑time resolution, escalation quality, and case ownership discipline.
• Partner with MFT Aftermarket teams to identify skill and knowledge gaps driving repeat contact or escalation, and prioritize training based on real service demand and business impact.
• Develop and maintain a library of technical documents, work instructions, job aids, and training materials that are accurate, up‑to‑date, and easy to use.
• Translate complex engineering manuals and technical documents into simplified, service‑ready documentation tailored for technical support and field service audiences.
• Collaborate with Engineering, Support, and Field teams to incorporate field insights, product updates, and operational workflows into training content.
• Align all training to the Aftermarket Service Delivery Model and ensure team members understand their role in end‑to‑end outcomes.
• Measure training effectiveness through performance trends (FTR, escalations, repeat calls) and learner evaluations, and continuously refine content and delivery methods.
• Support frontline leaders and technical case owners in reinforcing training concepts, providing targeted coaching sessions, and ensuring consistent use of tools, diagnostic processes, and standard work.

• 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.

• Improved First‑Time Resolution (FTR) tied to stronger diagnostic capability.
• Reduced escalation rate and improved escalation quality.
• Reduced repeat contact rate driven by improved resolution quality.
• Faster time to resolution.
• Measurable training effectiveness post‑training.
• Increased adoption of tools such as Zingtree and job aids.
• Accurate, usable technical service documents adopted by support and field teams.
• Progression of skill levels across aftermarket teams.

• 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 for service documentation.
• Strong experience in equipment diagnostics and troubleshooting within contact center or service operations environments.

• Instructional design and curriculum development expertise (ADDIE model).
• Knowledge of audio/video/e‑learning authoring and virtual training tools (Storyline, Rise, Captivate).
• Strong technical expertise and diagnostic capability.
• Technical writing and content development skills.
• Ability to translate complex technical concepts into clear, teachable, service‑ready…