Technical Trainer- Internal University

Marmon Foodservice Technologies, Inc. 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 Trainer - Internal University position builds and sustains a scalable, high-impact technical training program by designing and governing the Internal Technical University—ensuring consistent development of role-based proficiency, and long-term capability across the Aftermarket organization.  This role creates value by transforming service demands, technical complexity, and performance gaps into structured learning paths and certifications. This collaborative role drives close alignment with Customer Operations, Support, Engineering, and Field teams. The Technical Trainer ensures the organization develops the right skills at the right time to meet evolving customer needs.  Role Summary   The Technical Trainer – Internal University is responsible for designing, managing, and growing internal technical expertise.   This includes building structured curricula, certification frameworks, and role-based development pathways.  This role serves as the capability architect for the organization, ensuring technical training is not only delivered—but systematically built, measured, and scaled to support long-term performance improvement.  The Technical Trainer partners closely with Technical Trainers (Virtual), NPD Readiness Leads, Technical Case Owners, and Customer Operations Leads to ensure training aligns to real-world service demand and drives measurable improvements in diagnostic quality, execution consistency, and customer outcomes.  Key Responsibilities   1. Technical University Strategy & Program Ownership   Design and manage the Internal Technical University framework across the organization  Define structured learning pathways for internal job roles, including internal MFT teams, and to external customers   Establish clear progression models aligned to:   Skill development  Role expectations  Business needs  Ensure the program is consistent and easily scalable 2. Curriculum Design & Development   Build comprehensive technical curricula for:   Equipment knowledge  Diagnostic troubleshooting  Service workflows and tools  Content is designed from foundational level to advanced level audiences Ensure content is consistent and easily scalable 3. Certification & Capability Validation   Design and manage certification programs to validate technical competency  Establish criteria for:   Skill proficiency  Role readiness and advancement eligibility  Ensure certifications are aligned to:   Real-world diagnostic capability  Case execution requirements  Partner with leadership to embed certifications into performance and development models  4. Training Needs Analysis (Demand & Performance Driven)   Leverage inputs from internal groups/leaders   Identify systemic capability gaps and deficiencies that drive repeat demand or escalation  Update curriculum based on business impact and customer outcomes  5. Knowledge Governance & Standardization   Partner with Technical Trainers and SMEs to build:   Work instructions  Diagnostic flows  Training materials are aligned and consistent  Establish a single sources of truth for governance of content    6. Integration with Service Delivery Model   Align Technical University programs to the Aftermarket Service Delivery Model   Ensure all training supports service execution and customer outcomes  7. Measurement & Continuous Improvement   Define and track effectiveness of training programs through:   Aftermarket Service Delivery Model Learner performance evaluation Continuously refine curriculum and certification programs based on performance data organizational priorities 8. Cross-Functional Partnership (Engineering, Support, Field, Ops)   Collaborate with Engineering to:   Incorporate product updates and failure modes into curriculum  Partner with Support and Ops to:   Align training with execution expectations  Engage with Field/ASAs to:   Integrate real-world application insights, and reflects real world examples 9. Enablement of Trainers & Leaders   Equip Technical Trainers (Virtual) with:   Structured curricula  Content frameworks  Delivery standards  Support leaders with tools to reinforce:   Capability development  Skill progression  Ensure consistency in how training is delivered and reinforced across the organization  Key Decisions Owned   Structure and evolution of the Technical University program  Curriculum design, Certification criteria and capability standards  Learning needs Analysis impacting service outcomes  Governance of training content and knowledge frameworks  Measures of Success   First-Time Resolution (FTR):  Sustained improvement driven by stronger capability  Repeat Demand Rate:  Reduction in repeat issues linked to skill gaps  Escalation Rate & Quality:  Fewer escalations and higher-quality escalation handling  Capability Progression:  Measurable advancement across aftermarket departments  Certification Achievement Rates