The Field Service Training Specialist is responsible for developing and delivering training programs tailored to the needs of Culligan’s field service technicians. This role focuses on enhancing the technical and customer service skills of field service personnel to ensure exceptional service quality. The Field Service Training Specialist will work closely with the EDG Training Manager and field service teams to provide ongoing support and ensure that all technicians are proficient in installation, maintenance, and repair procedures, as well as customer interaction.

REQUIREMENTS:

• Bachelor’s Degree (B.S.) in Human Resources, Engineering or related field
• Additional certifications in training, facilitation, instructional design or technical fields are a plus
• 3+ years experience as a Field Service Technician or in technical training roles, preferable in water treatment or similar industries
• Experience analyzing company needs to drive training lesson planning, development and implementation
• Proven experience in designing and delivering hands-on technical training programs in various formats
• Familiarity with water treatment systems and equipment (e.g. softeners, reverse osmosis systems) is a plus
• Excellent facilitation skills with ability to explain complex technical concepts clearly
• Proficient in instructional design principles and e-learning tools (e.g., Articulate, Captivate, or similar)
• Familiarity with customer service software and tools such as Ring Central, IFS, and Microsoft Office Suite is preferred
• Strong organizational and project management skills to manage multiple training initiatives simultaneously
  

  LI-ES1

• Training Program Development
• Design and develop comprehensive training programs tailored for Field Service Technicians, including technical product knowledge, diagnostic skills, installation and repair procedures and customer service training.
• Create and maintain engaging and interactive training materials, including presentations, job aids, videos, and e-learning modules reflecting changes in equipment, technology and service protocols.
• Develop and administer assessments, quizzes, and practical tests to evaluate technicians’ technical skills and product knowledge.
• Certify field service technicians upon successful completion of required training programs and ensure compliance with industry standards and company protocols.
• Continually review and improve the training program materials through feedback from trainees and service managers as well as analyzing field service performance to identify training gaps.
• Analyze training results and suggest improvements to enhance program quality and relevance.
• Training Delivery
• Facilitate in-person and virtual training sessions for new hires and existing Field Service Technicians such as hands-on workshops, role-playing exercises, classroom-style training, webinars, one-on-one coaching, and job shadowing activities to ensure knowledge transfer.
• Lead practical workshops that allow technicians to practice installation, maintenance, and repair procedures in real-world scenarios.
• Conduct ride-alongs and field observations to provide on-the-job coaching and to assist technicians in applying classroom knowledge to real-world situations, ensuring they can handle customer interactions, troubleshooting, and technical repairs
• Manage training schedules, logistics, and resources for in-person and virtual sessions.
• Ensure that all training materials and resources are readily accessible and properly organized.
• Maintain accurate records of training participation, certification, and performance results.
• Collaboration and Support
• Work closely with the EDG Training Manager, the Culligan University Team and other department leaders to ensure alignment of training with business goals.
• Identify and leverage Subject Matter Experts as well as industry best practices and emerging technologies to gather input on content when creating or updating training program materials.
• Collaborate with product teams, service management and other departments to stay informed of updates or changes as well as new system integrations that need to be reflected in training.