Technical Trainer - Internal Virtual Training

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 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 effectiv