Service Training and Knowledge Manager

Vanguard Durst Digital Printing Systems is the leading manufacturer of UV Flatbed, Roll to Roll and Hybrid Printers for signage, decor, corporate, industrial, and packaging.

Vanguard's mission is to deliver the best ownership experience in the wide format market to our customers, with high service, communication, technology, and customer care.

• Responsible for leading and managing the documentation program.
• Partner with the Technical Team to create, organize, and maintain documentation that is accurate, accessible, searchable, current, and aligned with training needs. Serve as the Subject Matter Expert (SME) on all Service software systems, including system structure, functionality, workflows, data entry standards, and reporting accuracy. Develop and deliver training to ensure Service personnel maintain proficiency on existing capabilities and newly released features and functionality.
  
  Lead the implementation of change in the Service organization, especially around training, documentation, software adoption, and new functionality.
• Use service performance metrics to drive training and documentation programs toward continuous improvement.

• Partner with the Director of Service to develop and implement a new training program for all service personnel. The training program will need to be adaptable to various skill sets, including, but not limited to, equipment operation, maintenance, repair, troubleshooting, software applications, workflows, and customer support best practices.
• Solicit feedback from the current service team to track current proficiencies and utilize this insight by customizing training plans for each service employee.
• Develop, with the assistance of the Technical Team, a central training platform with searchable resources including white papers, diagrams, videos, handouts, tests, written and practical.
• Continually solicit feedback from trainees and management. Partner with the Director of Service to support the implementation, adoption, and continuous improvement of Salesforce Service Cloud.
• Become the subject matter expert and power user of service software platforms, providing guidance on workflows, automation, reporting, and best practices to improve service delivery and employee effectiveness.
• Continually develop and enhance the existing technical training and documentation program.
• Partner with management and other colleagues to monitor performance metrics and adjust training as needed to improve technical performance, service efficiency, and customer satisfaction.
• Lead implementation and ongoing management of the documentation program to ensure organization, accuracy, accessibility, and continuous improvement.
• Develop and deliver customer communication and professional skills training programs both in the field and in-house for Service personnel, including customer expectation management, effective communication, conflict resolution, escalation practices, professionalism, and customer confidence-building techniques.
• Identify, recommend, and coordinate internal and external training resources to strengthen customer service, communication, leadership, and professional development skills across the Service organization.
• Utilize field service data and service team feedback to align strategy and adjust to a changing landscape.
• Create, maintain, and refine documentation in support of service operations and training initiatives while assisting technical teams in developing new documentation standards and content.
• Participate in interviews and training
• Other duties as dictated by the business needs

• 5+ years of service management experience.
• Experience developing and executing training programs for technical teams.
• Experience with service software systems/metrics and reporting.
• Ability to stand for extended periods and frequently bend, kneel, push, pull, reach overhead, and lift up to 50 pounds.
• Able to see a broad color spectrum.
• Travel required up to 75% initially, expected to decrease to 50% or less after 6 months.
• Strong analytical and problem‑solving skills.
• Excellent written and communication skills.
• Proficient in Word and Excel.
• Perform with minimal direction and independent problem‑solving.
• Good business sense.