successfactors
Technical Training & Support Manager - Nors Canada.
NORS, S.A.
Mississauga, CAN
Full-time
Senior
Onsite
CAD 150000-175000 yearly / year
Discovered 1 weeks ago
Free
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The Technical Training & Support Manager is the enterprise leader for technical capability, ensuring technicians and parts teams are trained, supported, and equipped to deliver high-quality service and maximize equipment uptime. This role is responsible for developing and delivering instructor-led technical training, coordinating OEM training programs, supporting technical troubleshooting, and building long-term organizational capability.
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SUMMARY
The Technical Training & Support Manager is the enterprise leader for technical capability, ensuring technicians and parts teams are trained, supported, and equipped to deliver high-quality service and maximize equipment uptime. This role is responsible for developing and delivering instructor-led technical training, coordinating OEM training programs, supporting technical troubleshooting, and building long-term organizational capability.
Expected Salary range (gross/annual)
- $150,000 to $175,000 a year.
DUTIES AND RESPONSIBILITIES
- Acts as the “Capability Builder for NORS Canada”, accountable for: • Technician and parts training systems • Real-time technical support • Knowledge management and sharing • Alignment of capability to operational needs Roles & Expectations • Business Impact o Improve technician productivity and first-time fix rates o Reduce repeat failures and technical escalations o Improve speed to competency Operational Excellence (Lean) • Standardize: o Training paths o Certification processes o Knowledge sharing systems • Build structured technical support network • Capability Development o Develop and deliver instructor-led technical training programs for technicians, apprentices, and parts personnel. o Coordinate OEM training opportunities and ensure consistent delivery across all regions. o Facilitate technical workshops and knowledge-sharing sessions. o Evaluate training effectiveness and update course content as required. • Standard Work Daily • Support technical escalations • Maintain visibility of critical issues • Update and communicate technical information Weekly • Review: o Training delivery progress o Technical support requests and trends • Coordinate with regional leaders on needs • Deliver or coordinate instructor-led technical training sessions. • Review upcoming training schedules and resource requirements. Monthly • Review: o Training completion and effectiveness o Technical issue trends and repeat failures • Update knowledge database Quarterly • Assess technician capability gaps • Adjust training programs • Review support model effectiveness Annually • Build training plan and budget • Define learning paths and certification targets • Align with OEM requirements. KPIs Capability • Training hours delivered • Number of instructor-led training sessions completed • Technician training participation rate • Technician certification completion (where measurable) Operational • Technical support requests resolved • Repeat technical issue trends (where available) Support • Technical response time • Training satisfaction scores • Knowledge articles created or updateds
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