Technical Trainer

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The Technical Trainer is responsible for designing, delivering, and continuously improving training programs and technical documentation for service team members and customers within the parcel logistics, mail, and warehouse automation operational areas. This role ensures learners are equipped with the knowledge and skills to operate equipment and resolve technical issues efficiently and professionally. The Technical Trainer collaborates with subject matter experts and cross-functional teams to develop training materials and knowledge bases, monitor program effectiveness, and adapt content to meet evolving business needs.

• Develop and facilitate onboarding and advanced training sessions for service team members and customers within the parcel logistics, mail and warehouse automation operational areas
• Conduct classroom, virtual, and hands-on sessions on topics such as barcode scanning and printing devices, route optimization software, automated conveyor systems, and other industrial automation systems and equipment
• Provide individualized coaching and support to customers and team members by troubleshooting post-training issues, addressing skill gaps, and fostering continuous improvement
• Collaborate with subject matter experts, operations, technical, and HR teams to develop and validate training content
• Proactively identify training gaps and collaborate with leadership to implement process improvements that enhance customer service quality, efficiency, and satisfaction
• Ensure all training content is accurate, clear, relevant, and aligned with organizational goals
• Develop and maintain clear, user-friendly training materials including SOPs, e-learning modules, simulation exercises, video tutorials, and job aids for internal teams and external customers
• Create and update technical documentation including equipment operation manuals, installation procedures, troubleshooting guides, and safety protocols
• Build and maintain a searchable knowledge base of technical solutions, common issues, and best practices for technicians, engineers, and our customers
• Manage version control and updates for all technical documentation
• Monitor training participation and evaluate program effectiveness through learning assessments, feedback analysis, and performance metrics to drive continuous improvements aligned with business needs and best practices
• Ensure all training adheres to company standards and policies, safety practices, and applicable regulatory guidelines, such as OSHA
• Perform other duties as assigned

• Associate or Bachelor's degree in Business, Education, Engineering, Industrial Technology, or related field required
• Minimum 2 years hands-on experience in parcel logistics, industrial automation, or field service operations required
• Experience designing and delivering training programs in a technical or logistics environment required
• Experience in customer-facing roles or technical support preferred
• Relevant certifications such as CompTIA CTT+, OSHA General Industry, ATD Instructional Design, or Microsoft Certified Trainer are a plus
• Ability to travel up to 70% domestically
• Excellent written and verbal communication skills with ability to explain and translate complex technical concepts into learner-friendly content for diverse audiences
• Strong organizational and time-management skills
• Proven ability to work collaboratively with cross-functional teams including engineering, operations, and field service
• Flexibility to adapt to changing business needs and training requirements
• Ability to identify training needs and develop effective instructional solutions
• Demonstrated experience delivering hands-on equipment training and facilitating instruction in classroom, virtual, on-site, and industrial environments
• Proven ability to adjust training for different learning styles and operational challenges
• Ability to provide individualized coaching and support to address skill gaps
• Familiarity with parcel automation and sortation systems, including conveyors, mechanical components, and control systems
• Understanding of network connectivity and device troubleshooting for logistics hardware
• Ability to troubleshoot mechanical and system-related issues in real-time
• Strong technical writing skills with experience creating training materials and documentation including guides, manuals, e-learning modules, job aids, and technical documentation for varied audiences
• Proficiency in Microsoft Office Suite, LMS platforms, e-learning authoring tools (e.g., Articulate, Captivate), and documentation tools (Visio, Adobe Acrobat, content…