Installation - Field Trainer & Engagement Specialist (Remote)

Position Summary:  

The Field Trainer and Engagement Specialist is a dynamic and mission-driven professional responsible for equipping field technicians with the skills, knowledge, and tools needed for success. This position plays a crucial role in bridging the gap between process knowledge and practical application, with a focus on customer service and understanding. As a subject matter expert, this role influences the design and delivery of scalable, impactful training program(s) - both in-person and virtually. By touring nationwide, fostering collaboration with leadership and cross-functional teams, and leveraging expertise in installation processes, the role ensures consistent, high-quality technician training that is aligned with measurable outcomes. Equally, this role amplifies the "Voice of the Technician", engaging directly with the field workforce through focus groups, surveys, and on-on-one interactions to gather insights and represent their perspective. This feedback informs leadership decisions, enhances Standard Operating Procedures (SOPs), and drives continuous improvement initiatives that are aligned with company goals.  

This is a Remote/Work from Home position reporting to Field Service Operations Manager 

What you will do:  

Technician Training Focus 

• Act as a subject matter expert (SME) in the installation process domain, in delivering high-quality, impactful training.
• Collaborate with Installation leadership, L&D colleagues, and key stakeholders to co-design and then deploy scalable, tailored training program(s) and an active knowledgebase for ongoing learning and skill development. 
• Ensure training content and design are adaptable to field service needs and diverse learning styles that result in measurable knowledge transfer and successful outcomes.
• Lead in-person educational sessions and virtual workshops nationwide, with training content that is clear, precise, and repeatable.
• Provide real-time support and guidance throughout instruction, offering best practice and rapid troubleshooting advice for real-world scenarios as needed. 
• Stay updated on installation process, compliance and product updates to ensure educational content remains current and relevant.
• Evaluate technicians’ comprehension through assessments and practical exercises, to help build performance-based talent cohorts and inform intervention and strategy around training materials, technician coaching, and knowledgebase design.
• Measure the success of training program(s) and make recommendations for improvements based on technician performance and applicable data. 

Technician Engagement Focus 

• Serve as the “Voice of the Technician” by understanding and representing their needs, challenges, and feedback to leadership. 
• Lead focus groups, surveys, one-on-one engagements, and other touchpoints to gather insights on the technician experience and field service landscape. 
• Work cross-functionally to analyze inbound data and feedback from the field to identify opportunities and gaps that drive improvements in curriculum, policy design and standard operating procedure (SOP).
• Provide feedback to leadership on technician engagement trends and work together to align technician training, engagement and support initiatives with company, retention and quality goals. 
• Regularly and systematically engage with technicians via communication channels such as social media, forums (e.g. Reddit), and other platforms to keep a pulse on the technician experience. 
• Support and advocate for top-performing technicians, ensuring they receive the recognition and support they deserve.  

Qualifications:  

• HS Diploma or GED. Bachelor's degree preferred. 
• 3-5 years of demonstrated experience in delivering technical training programs.
• Expertise in adult education, coaching or mentoring and delivering effective, participatory training sessions.
• Prior experience working in a technical training environment, particularly in the installation or field service industry.
• Strong pedagogical knowledge, with the ability to structure and facilitate sessions for maximum impact and retention. 
• Basic knowledge or experience working with hearing-impaired or senior populations preferred.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment. 
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours and travel nationwide (up to 25%); will include some overnight travel.  
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams) 

Physical Demands:  

Employees may experience the following physical demands for extended periods of time:   

• Sitting, standing and walking (95-100%)   
• Keyboarding (70-90%)  
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)  

Work Environment:  

100% Remote: Work environment is primarily indoors at home, customer or vendor site, or other business meeting venue; exposure to all types of weather and temperature conditions during travel, and exposure to hazardous driving and traffic conditions.