Technical Trainer, Global Technical Support

Position Summary:
The Technical Trainer, Technical Support Group (TSG) is responsible for revolutionizing the XRM training program. Develops innovative and feature rich training content in conjunction with Engineering, Manufacturing, NPI and Applications. The Technical Trainer trains the trainer and gives this same training to Field Service Engineers (FSE's) and XRM personnel.
This is a senior level professional position expected to create innovative content / methods and train using advanced concepts and training methods, including VR/AR, online learning and other asynchronous methods. Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.
Key Metrics of the Position:

• Training session effectiveness
• Field Service Engineer training completeness
• Training content creation and completeness
• FSE First Time Fix Rate

Primary Duties and Responsibilities:

• Develop innovative service training collateral used to train a diverse and distributed global service network.
• Establish quality programs to monitor given training and in place FSE workforce
• Develop and maintain a detailed working knowledge of all required ZEISS XRM Systems for purposes of creating, maintaining and delivering accurate and up to date training material and programs.
• Communicate with ZEISS offices worldwide in relation to XRM training information, student registration, prerequisites, etc.
• Work with the Technical Support Group (TSG) Engineers to ensure continuous updating and accuracy of all technical documentation associated with technical training.
• Responsible for training world-wide ZEISS X-Ray Microscopy Microscope (XRM) service personnel in the areas of limited applications and full technical service procedures.
• Improve training effectiveness and FSE training efficiency to reduce time needed for FSE's to be productive in their position.
• Stay in close contact with the Global Technical Support Manager XRM about the success and progress of the training, schedule and contents of the Training Program.
• Training material includes but not limited to self-supporting and interactive video modules, VR and AR sessions, PowerPoint presentations, technical documentation, home study materials and technical guides
• Work with Application Specialists to ensure continuous updating of basic product application skills.

Additional Responsibilities:

• Ensure the training tools are in good working order for every training. This includes the planning and execution of periodic tools inspections and calibrations.
• Collect student experiences by using metrics such as surveys, NPS scores, KPIs, etc. and review with the Technical Support Manager XRM on a frequent basis.
• Provides daily agendas and tests the students on a frequent basis to measure their level of progress.
• Produce/develop training materials available to all students to better enable learning and retention of technical material
• Maintain a pro-active practice to continuously improve processes.
• Establish a well-organized training area that is conducive to effective training

Experience and Education Requirements:

• Proven ability to work successfully as an individual contributor or as part of a team.
• Experience training trainees from many different countries and languages
• Proficiency creating video and online training content
• 5+ years direct experience training complex technical concepts to service engineers
• Superior communications skills. Able to converse readily in English, both verbally and in writing. Able to communicate to diverse global workforce
• Knowledge of data collection and analysis techniques.
• Demonstrated understanding of analog and digital electronics, optics, mechanical systems, motion control systems and vacuum systems.
• BS in technical/scientific discipline or an equivalent combination of training and experience.

Working Conditions and Special Demands:

• Able and willing to travel as necessary, domestic and international,
• Capable to lift 50 lbs. safely
• Eligible for passport

The annual pay range for this position is $93,976 - $117,470
The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.
This position is also eligible for a performance bonus or sales commissions. ZEISS also offers robust benefits, including medical plans, retirement savings plan and paid time off.
Your ZEISS Recruiting Team:
Clara Cresswell