Director, Technical Training and Development

Director, Technical Training & Development

Location: Las Vegas, NV

POSITION DESCRIPTION

This position is responsible for providing technical support to the entire organization and clients of the Company, training & technician development, as well as developing of a training program to advance both junior candidates and existing FSE team members for advancement.

DUTIES/ RESPONSIBILITIES

TECHNICAL SUPPORT

• Stay abreast of new and emerging technologies that could affect QUS.
• Assist RMs with customer equipment issues.
• Assist Sales Team with customer equipment failures requiring technical reviews / analysis.
• Assist Director, Technical Operations with creation of customer facing Root Cause Analysis reports.
• Develop, implement, and support a SME network support model for the Field Organization.
• In collaboration with Director, Field Service¹, monitor e-calls and provide support to ensure no

e-calls require technical support.

• Identify trends in e-calls and flag them internally for further analysis to provide additional value add to our clients.
• Continual analysis of spare parts needs based on current customer portfolios.

TRAINING

• Onboarding
  1. Manage onboarding process of new FSE hires in collaboration with HR.
  2. Develop and maintain onboarding curriculum based on various FSE roles.
• Develop QUS University Training Program:
  1. Build in-person and self-study curriculums in MS Teams.
  2. Maintain documentation and content.
  3. Work with both HR and Marketing to professionalize and brand all training materials.
  4. In coordination with HR, develop documentation/tracking of FSE training achievements.
• Training Lab:
  1. Oversee QUS lab space(s) and overall functionality of the equipment.
  2. Recommend additional equipment needs for the lab, as needed.
  3. Oversee creation of additional lab spaces, as needed.
• QUS Farm Team:
  1. Implement Road Map for Advancement from any field role to Senior FSE
     • Support brand new GYO hires
     • Support existing FSEs for advancement beyond their current technical level
• Micro-Training:
  1. Define different levels of micro-training, from short study sessions, to longer regionally targeted sessions based on client needs, and regional manager needs.
• Continuing Education:
  1. Develop training goals for the field in collaboration with the Director, Field Services
  2. Work with our OEM partners to schedule and provide training for our FSEs in coordination with Director, Field Service and Director of Scheduling.
• Safety Training:
  1. Continue to update/evolve safety training program to ensure content and/or effectiveness are consistently the top priority of our Field Team
  2. Adhere to and encourage current safety policies and procedures and is actively involved in continuously assessing safety policies at the cooperative.
• Customer Training:
  1. Conduct client training classes in Company facilities.
  2. Conduct customer site training classes.

WAREHOUSE PARTS PROGRAM

• Develop a “crash kit” program for the Warehouse Manager to support and in conjunction with Solution Engineer(s)
• Review spare parts within the existing inventory on a semi-annual basis.
  1. Identify what is kept and what warehouse it will stay in
  2. Identify what can be sold at Ebay store, discarded.
• Collaborate with the Management Team for additional warehouse needs.
  1. Build a plan of what will be needed for additional warehouse space when needed (
  2. Identify the associated costs, square footage needs, space fit out needs and build timelines for execution of the plan.

MANAGEMENT RESPONSIBILITES

• Attend Regional FSE meetings with the rest of the management team
• Provide Executive level staff reports and updates on a requested basis
• Work closely with other leaders in QUS to drive the strategic goals of the company
• Perform any other duties assigned to fulfill the objectives of the Company, as assigned by management.

QUALIFICATIONS

• A Bachelor’s degree in engineering, business or related field and/or at least 20 years of related experience and/or training is preferred; or equivalent combination of education and experience
• Able to work independently and problem solve with minimal assistance
• Must be able to effectively present information, orally and written, and respond to questions from manager groups, boards, clients, customers, and general public
• Must be proficient with job-related software and computer applications to consistently perform duties or requirements of the position.
• Must be able to give, receive and analyze information, prepare written materials, and articulate goals and action plans.
• Must be able to deal with a variety of people in varying situations with tact and diplomacy
• Positive attitude and willing to assist as needed
• Requires working both inside and outside the office with some irregular working hours
• Travel is required inside and outside the company service area
• Acts in a leadership capacity to gains understanding, support, and effective action of others to achieve objectives.
• Sets and maintains high standards.
• Builds collaborative team atmosphere.
• Takes charge and responds appropriately to unexpected situations.
• Develops relationships that enhance understanding, respect, and communication.
• Deals effectively with conflict. Works as a team player. Displays fairness towards all subordinates.
• Manage and assist in coordinating efforts between support departments within the organization.
• Communicates clearly, accurately, professionally, thoroughly, and effectively.
• Uses resources to maximize productivity and efficiency.
• Plans, sets goals, and develops strategies to meet goals.
• Efficiently uses time and energy. Proficiency at improving work methods and procedures as a means toward greater efficiency.
• Submits all required operational reports to management in a timely manner.