Technical Trainer – Internal Virtual Training

Jobtailor; Brooklyn Park (MN); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor seeks an experienced Training Program Designer to build and deliver structured virtual technical training for onboarding and ongoing capability development. You will lead interactive sessions, ensure materials reflect real-world workflows, and collaborate with engineering and support to close gaps. A data-driven, continuous improvement mindset is essential

and you will coach field teams and drive library content updates to maintain accuracy and effectiveness across service operations.

Qualifications

• Bachelor’s or Associate’s degree in a technical field or equivalent experience.

Responsibilities

• Design and deliver structured virtual technical training programs for onboarding and ongoing capability development.
• Facilitate engaging, interactive virtual sessions to reinforce diagnostic troubleshooting and service workflows.
• Ensure training is clear, consistent, and aligned to operational expectations.
• Develop training that improves first-time resolution, escalation quality, and case ownership.
• Strengthen diagnostic skills across Technical Case Owners.
• Identify skill gaps with Aftermarket teams and address knowledge gaps in products and workflows.
• Prioritize training based on real service demand and business impact.
• Develop and maintain a library of content including technical documents and training materials.
• Partner with engineering to identify product updates and common failure modes.
• Collaborate with support teams to align training with workflows.
• Gather field insights with field and ASA teams to reflect real-world application.
• Measure effectiveness through performance trends and learner evaluations; refine content.
• Provide targeted coaching to frontline leaders and groups with identified gaps.
• Reinforce consistent use of tools, diagnostics, and standard work.

Skills

Facilitation skills

Virtual training delivery

Technical writing

Data-driven decision making

Communication & collaboration

Instructional design

Education

Bachelor’s or Associate’s degree in a technical field

Equivalent experience

Tools

Storyline

Rise

Captivate

Job description

Responsibilities

• Design and deliver structured virtual technical training programs for new hire onboarding, ongoing capability development, advanced diagnostic training, and external technicians.
• Facilitate engaging, interactive virtual sessions to reinforce diagnostic troubleshooting, equipment functionality, and service workflows and tools.
• Ensure training is clear, consistent, and aligned to operational expectations.
• Develop and deliver training that improves first‑time resolution, escalation quality, and case ownership discipline.
• Strengthen diagnostic skills across Technical Case Owners.
• Partner with MFT Aftermarket teams to identify skill gaps driving repeat contact or escalation, and knowledge gaps in products, systems, or workflows.
• Prioritize training based on real service demand and business impact.
• Develop and maintain a library of content including technical documents, work instructions, technical job aids and training materials that are accurate, up to date, and easy to use.
• 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 and ASA teams to incorporate field insights into training content and ensure training reflects real‑world application and service execution.
• Measure effectiveness of training through performance trends (FTR, escalations, repeat calls) and learner performance evaluations; continuously refine content and delivery methods to meet business needs.
• Support frontline leaders and technical case owners by reinforcing training concepts and providing targeted coaching sessions for individuals or groups with identified gaps.
• Reinforce consistent use of tools, diagnostic processes, and standard work.

Requirements

• Bachelor’s or Associate’s degree in a technical field (electronics, refrigeration, electrical systems, Learning and Development, or related) or equivalent experience.
• 4–7+ years of experience in technical support, field service, training or capability development, and technical writing or development of service documentation.
• Strong experience in equipment diagnostics and troubleshooting, contact center or service operations environments, instructional design and curriculum development (ADDIE model), and audio/video/eLearning authoring/virtual training tools (Storyline, Rise, Captivate).
• Strong technical expertise and diagnostic capability, technical writing, and content development.
• Ability to translate complex technical concepts into clear, teachable, service‑ready documents for technical support and field use.
• Strong facilitation and virtual training delivery skills.
• Data‑driven mindset for identifying training needs and measuring effectiveness.
• Strong communication and stakeholder collaboration skills.
• Continuous improvement mindset.

Core Competencies

Demonstrates expertise in designing and delivering technical training programs, with a focus on equipment diagnostics, instructional design, and virtual training facilitation. Capable of developing clear, service‑ready documentation and measuring training effectiveness through data‑driven insights.