Senior Manager, Field Training and Customer Learning Experience

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Job Details

The Senior Manager, Field Training & Customer Learning Experience is responsible for the development, execution, and continuous improvement of training programs for Field Service personnel across direct and distributor organizations.

This role leads the design and delivery of the technical training curriculum, certification programs, and learning experiences, ensuring Field Service teams are equipped with the knowledge and skills needed to perform effectively. A key focus is creating consistent training approaches, tools, and standards across regions to drive alignment and quality.

In addition, this role extends training beyond internal teams by developing a customer learning strategy and experience, including a customer-facing training portal that supports customers for first-line troubleshooting and basic maintenance, improving efficiency and reducing unnecessary field service dispatches.

The role also provides sales training operational support, ensuring consistency in training tools, deployment strategies, and compliance/record-keeping practices, with the opportunity to evolve scope as the function scales.

The position requires strong working knowledge of field service operations to translate real-world service activities into practical, high-impact training solutions.

Key Responsibilities:

Training Development & Curriculum Management

Design, develop, and maintain technical training curricula for Field Service personnel, including onboarding, product training, and advanced skill development.

Translate knowledge of installation, maintenance, and troubleshooting practices into effective training materials and learning experiences.

Develop a range of training assets including instructor-led content, e-learning modules, job aids, and assessments.

Ensure all training programs include clear objectives, structured content, and measurable knowledge checks.

Training Delivery & Program Execution

Deliver high-quality technical and product training to Field Service Engineers, distributors, customer operators and internal teams.

Execute training plans in support of new product launches, ensuring timely readiness of Field Service teams.

Develop and manage the annual training schedule, ensuring effective coordination, logistics, and participation.

Partner with regional stakeholders to ensure successful execution and adoption of training programs.

Customer Operator and Service Training Optimization

Create a maintain applications training curriculum for customer operators to ensure operators fully understand operational requirements and system operations prior to utilization.

Create targeted