Customer Support Training Manager in Mason, OH at Makino Inc. Location *

**Location:**

**Experience:**

Not Specified **Job Description**

**SUMMARY** The Customer Support Training Manager is an operational leadership role within the Customer Support Organization with a collaborative relationship to the Director of Human Resources. The role will involve working closely with Human Resources, Makino Technical Services, Information Technologies, and the Technical Team while leading their team of Technical Instructors in the response to customer demands and requirements while maintaining the highest possible levels of customer satisfaction. The role will lead the training and documentation efforts for Makino Mason while collaborating with global affiliates on operational issues and alignment to corporate goals and involve interfacing directly and professionally with our customers, vendors, ISPs, and any necessary Makino departments. **ESSENTIAL DUTIES, RESPONSIBILITIES and AUTHORITIES** include the following. Others may be assigned.

* Manage the continuous improvement of Makino Training to focus on knowledge transfer to Makino, ISP, Customer and Distributor service and maintenance personnel

* Oversee the operation and development of online e-learning programs and computer-based virtual courses

* Oversee management and implementation of Makino Quick Learn courses to include session publishing on My Makino

* Develop, implement, and analyze post-program evaluations for virtual course attendees

* Develop the plans for bringing projects to successful conclusion by meeting schedule and budget.

* Lead a visionary strategy to transform the delivery of training content in a digital format for service and maintenance staff of customers, internal employees, and external contractors

* Develops and implements course evaluations to measure and evaluate the effectiveness of training and provides metrics for management review

* Acts as main point of contact for Sales, Customer Support, and Marketing regarding day-to-day operations of training, the development of new training initiatives and continuous improvement of existing training initiatives.

* Analyzes and assesses training effectiveness to determine when revisions, enhancements, or new programs should occur, and receives recommendation/input from the team and management

* Develop, improve, and maintain a forward-looking information architecture for internal and external use.

* Direct the development of content in various digitally transmissible media forms for maximum usability, with a consistent and cohesive voice across all documentation

* Develop and implement plans for revenue growth of paid customer training

**SUPERVISORY RESPONSIBILITIES** Work under the direction of the Director Customer Support and guidance of Human Resources to perform the following functions:

* Assist in the hiring, training, and management of Field Service direct reports and ISP contractors in compliance with company guidelines

* Monitor, document, and audit KPIs of team performance and training effectiveness

* Establish goals for the execution of training projects including required resources, scheduling, and cost.

* Recommend and implement changes to improve the Team performance

* Responsible for aligning staff with corporate goals, profit management and expense control

* Manage Personal Performance Planning for team

* Manage resource planning for training schedule

* Enhance and strengthen teamwork and motivation

**QUALIFICATIONS**

* Previous work experience with machine tools or other high-speed technology.

* Proven ability to develop results working with business systems or processes.

* Excellent customer service skills.

* Possessing a leadership style that motivates and promotes teamwork among remote employees and varied affiliate and partner organizations including distributorships and independent contractors

* A leader that can create and manage change

* Effectively able to manage adversity and conflict resolution.

* Working knowledge of adult learning and competency-based learning techniques.

**EDUCATION and/or EXPERIENCE**

* 6 or more years business related experience

* 4 or more years supervisory or management experience preferable of a technical nature.

* Experience with e-learning, document generation, and electronic distribution preferred

**SUMMARY** The Customer Support Training Manager is an operational leadership role within the Customer Support Organization with a collaborative relationship to the Director of Human Resources. The role will involve working closely with Human Resources, Makino Technical Services, Information Technologies, and the Technical Team while leading their team of Technical Instructors in the response to customer demands and requirements while maintaining the highest possible levels of customer satisfaction. The role will lead the training and documentation efforts for Makino Mason while collaborating with global affiliates on operational issues and alignment to corporate goals and involve interfacing directly and professionally with our customers, vendors, ISPs, and any necessary Makino departments. **ESSENTIAL DUTIES, RESPONSIBILITIES and AUTHORITIES** include the following. Others may be assigned.

* Manage the continuous improvement of Makino Training to focus on knowledge transfer to Makino, ISP, Customer and Distributor service and maintenance personnel

* Oversee the operation and development of online e-learning programs and computer-based virtual courses

* Oversee management and implementation of Makino Quick Learn courses to include session publishing on My Makino

* Develop, implement, and analyze post-program evaluations for virtual course attendees

* Develop the plans for bringing projects to successful conclusion by meeting schedule and budget.

* Lead a visionary strategy to transform the delivery of training content in a digital format for service and maintenance staff of customers, internal employees, and external contractors

* Develops and implements course evaluations to measure and evaluate the effectiveness of training and provides metrics for management review

* Acts as main point of contact for Sales, Customer Support, and Marketing regarding day-to-day operations of training, the development of new training initiatives and continuous improvement of existing training initiatives.

* Analyzes and assesses training effectiveness to determine when revisions, enhancements, or new programs should occur, and receives recommendation/input from the team and management

* Develop, improve, and maintain a forward-looking information architecture for internal and external use.

* Direct the development of content in various digitally transmissible media forms for maximum usability, with a consistent and cohesive voice across all documentation

* Develop and implement plans for revenue growth of paid customer training

**SUPERVISORY RESPONSIBILITIES** Work under the direction of the Director Customer Support and guidance of Human Resources to perform the following functions:

* Assist in the hiring, training, and management of Field Service direct reports and ISP contractors in compliance with company guidelines

* Monitor, document, and audit KPIs of team performance and training effectiveness

* Establish goals for the execution of training projects including required resources, scheduling, and cost.

* Recommend and implement changes to improve the Team performance

* Responsible for aligning staff with corporate goals, profit management and expense control

* Manage Personal Performance Planning for team

* Manage resource planning for training schedule

* Enhance and strengthen teamwork and motivation

**QUALIFICATIONS**

* Previous work experience with machine tools or other high-speed technology.

* Proven ability to develop results working with business systems or processes.

* Excellent customer service skills.

* Possessing a leadership style th