Technical Instructor – Field Services

Job Duties and Responsibilities:

• In relation to education this includes:

• Development of customer training modules in line with our education portfolio,
• Identification of customer specific training requirements.
• Translation of customer requirements into a training program.
• Delivery and optimization of customer training experience.
• Develop a robust evaluation framework for instructor led training sessions, leverage for continuous improvement.

• In relation to support this includes:

• Identification of incident root-cause analysis
• Identification of ownership to guarantee a solid start of an incident, problem or change handling process
• Reporting the incident analysis and problem-solving strategy to the customer.
• Technical support of project and service teams in ramp-up, stabilization or resolving escalations.
• Partner with Sales and Finance to ensure complete and accurate measurement for both training revenues and expenses

• In relation to continuative education and support this includes:

• Monitoring knowledge levels within existing WS department employees and, if required, proactively support on-site training.
• Cooperate with Quality in development of improvement measures, product life-cycle issues and to identify essential competences
• Contribute to and review of manuals to improve our serviceability and standardized way-of-working.
• Responsible for customer satisfaction and productivity.
• Responsible for service profitability.
• Responsible for technical knowledge transfer to service colleagues.

 
Required Education & Experience:

• Intermediate vocational education, with a technical background preferably electrical / electronic.
• Minimum 5 years’ service experience in the field of logistic process automation, capital goods industry or industrial system integration.
• 2+ years of senior customer and employee training and development experience
• Didactically inclined with the desire to share knowledge and experience.
• Socially engaged, an excellent communicator at all levels, results oriented, determined, and confident.
• Possess the desire and drive to achieve an expert understanding of the logistic process automation solution.
• Speak, read and write a professional level, English. A similar level in another foreign language would be an advantage.
• Prepared to travel in the US and abroad up to 70% of your time.

Knowledge-Skills-Abilities:

• Customer Training experience
• A commercial mindset and businesslike approach to training and development
• Ability to work effectively in a cross-functional environment
• Solid presentation and oral and written communication skills with proven ability to influence
• Demonstrated ability to deliver on complex situations or problems without guidance or supervision
• Ability to foster good relationships, work independently and in collaboration with the global team
• Result-driven attitude from a realistic perspective
• Ability to judge results and the consequences and take actions accordingly
• Strong team mentality and acceptance of responsibility for project or task completion
• Excellent interpersonal, verbal, and written skills
• Self-motivated with proven ability in problem-solving skills under stressful conditions
• Quality driven mentality
• Interpret and knowledge of procedures and regulations
• Execute independently the job within the team (not always routine)
• Knowledgeable of mechanical & electrical and controls engineering theories and principles
• Assist the Field Services Team with repairs and inspections 

Position Type/Expected Hours of Work:

• This is a full-time, salary, exempt position, working hours are flexible upon request and needs otherwise 8-5 pm Monday through Friday.
• Travel: Willing to travel domestically 50% of the time (some international)

Work Environment and Physical Demands:

• The work environment/physical requirements described here are representative of those an employee may encounter while performing the essential functions of this job. 
• While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear.
• The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• While performing the duties of this job, the employee is sometimes exposed to the baggage handling system, mechanical parts and vibration.
• The noise level in the work environment and job sites can be loud.
• The employee will encounter mechanical, electrical, and hydraulic equipment. Ear protection should be worn.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.