Technical Trainer

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Coffee Systems division is a leading global provider of state-of-the-art solutions for professional coffee making. Together with our trade partners, we are committed to delivering premium best-in-class in-cup-quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation.

About the job

The Technical Trainer is a critical component of Franke’s service and support infrastructure, responsible for elevating field service capabilities and ensuring consistent, high-quality customer outcomes. This role designs, develops, and delivers advanced technical training curricula and programs for both third-party service providers and internal service and operations teams.

The Technical Trainer strategically plans and executes training initiatives to improve field service quality, strengthen technical competency, and support regional sales and service objectives. This position is also responsible for the preparation, maintenance, and oversight of all training equipment, facilities, tools, and materials. In addition, the Technical Trainer evaluates, grades, and certifies technicians to ensure they meet Franke’s standards prior to integration into the Franke Service Network.

Please note that this role will require extensive travel - up to 75%.

Essential Duties and Responsibilities

• Collaborate with relevant technical support teams to maintain accuracy of training materials and best practices.
• Provide real time feedback to the technical support teams for common failure modes and experiences related by technicians.
• Maintain a mindset of continuous improvement, in terms training curriculum and strategic execution of class materials.
• Work to ensure that the product know-how (technical know-how) of Franke products is transferred and understood by service partners.
• Development and implementation of service provider training programs and materials for current and future equipment lines.
• Development and implementation of internal training programs and materials, at appropriate levels of technical skill, for current and future equipment lines.
• Manage assessment, validation and continued improvement of all training activities needed to increase the technical skills and knowhow of the service organization.
• Perform technical training in the field and at Franke as required.
• In close partnership with RSMs and Service Manager, schedule all training classes with service providers as required.
• Assist in developing a strategy to meet the technical training needs for the service and operations personnel and field technicians with a strong focus on supporting future sales growth.
• For remote training events, ensure all training equipment is properly prepared for shipment and delivered to each class.
• For local training events, ensure all training equipment is properly prepared and operational.
• Set-up prior to class and tear down post class.
• Develop and utilize appropriate testing material for all technicians and classes. This includes appropriate pre-testing to determine knowledge prior to the training and extensive post training testing to determine level of retention. Post training testing must be a combination of open ended questions, multiple choice, open book, closed book and hands-on.
• Strict criteria must be adhered to for testing, including pass/fail grading and reporting of failure criteria.
• Provide technician/service provider evaluations to the relevant service management for evaluation and follow up actions when necessary.

Requirements

• Minimum four years prior related work experience.
• Or combination of education and work experience may be considered.
• Prefer 4+ years of experience troubleshooting, repairing and operating relevant equipment.
• Prefer 2+ years of experience training technicians for the troubleshooting, repair and operation of relevant equipment.
• Must possess knowledge of and the ability to explain in detail the basics of electricity, electrical theory and electrical troubleshooting.
• Must possess ability to explain foundational electrical, mechanical and hydraulic system principles and functions either independently or in relation to the total operation of relevant equipment.
• Must possess knowledge of, training in – electrical troubleshooting, building circuits, ventilation, water qualities and water treatment, steam and/or refrigeration or combination thereof.
• Must be able to travel - up to 75% of the time.

Knowledge, Skills and Abilities

• Customer Service - Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Design - Knowledge of design techniques, tools, and principles involved in production of technical plans, blueprints, drawings, and models.
  Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
• Mechanical - Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
• Safety and Security - Knowledge of relevant equipment, policies, procedures, regulations, and strategies to promote a safe environment.
• High Language Skills - Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Intermediate Mathematical Skills - Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Very High Reasoning Skills - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Computer Skills - Word Processing software, Spreadsheet software, Presentation software, equipment specific configuration software.