Service Enablement Manager

Job Information

The Service Enablement Manager is responsible for using industry, product, and technical knowledge along with a proficiency in adult learning to lead the creation and execution of strategic learning solutions that will enable the success of Bobcat dealer service technicians. Key responsibilities will be to ensure that product information, training content, and other tools are developed through collaboration with internal and external resources in alignment with the department’s education philosophy and the company’s business goals. This position has an overall responsibility for service-level technical knowledge spanning multiple channels and departments. The Service Enablement Manager is also responsible for managing a growing team of technical instructors.

Role & Responsibility

Training Content Development & Delivery

· Collaborate with other managers to organize, manage, and lead hands-on, technical training events, with an emphasis on hands-on participation over presentation.

· Oversee the delivery of service training for a variety of Bobcat business units.

· Manage the delivery of interactive and engaging virtual events that enable service technicians to be more effective in their jobs.

· Facilitate instructor-led training (ILT) classes to impacted stakeholders, including implementing pre- and post-training communications and activities, and managing class logistics.

· Assist in driving and growing the Bobcat Certified Service Technician programs for all applicable departments.

· Lead and drive continuous improvement into training programs while ensuring consistency across all training courses

· Lead creation of hands-on training activities that teach and prove technical competency

Training Content Development

· Collaborate with instructional designers, training specialists, and other training managers to define and develop learning using the 4X8 Proficiency Design Model, ADDIE, LTEM, and other proven product design models for an external, channel audience.

· Define and generate metrics and analytics to prove the need for and defend the effectiveness of learning programs.

· Develop and deliver remote or on-demand training using appropriate educational technology.

· Coordinate and direct regional, on-site training when needed.

· Manage subject matter experts and stakeholder relationships to clearly identify, extract, and synthesize complex technical material into high quality, effective learning content that drives desired outcomes.

· Proactively assess business initiatives and client needs to identify training opportunities and determine appropriate solutions.

Cross-Department Collaboration

· Deliver reports to training and corporate leadership on team accomplishments, achievements, and productivity, and makes recommendations to supervision on performance evaluation, corrective action, and recognition.

· Lead the shaping of a channel learning strategy and drive execution within specific product segments and related processes in alignment with business and workforce needs (including needs assessment and validation, measurements/ROI).

· Initiate interactions with other departments including product management, marketing, and field sales/service staff to acquire information and validate content.

· Collaborate with project and business subject matter experts to direct and develop new training content or revise/update existing content for outcomes-based training.

· Identify, evaluate, and manage third-party vendors, including negotiations, setting expectations, and holding them accountable.

· Partner with internal and/or external LMS team for eLearning course development.

Dealer & Customer Interactions

· Professionally represent Bobcat at product demonstrations, dealer open houses, field training sessions, trade shows and fairs, and other events.

· Provide thought leadership and subject matter expertise in the learning & development domain including line of sight to internal and external best practices.

Competitive Knowledge

· Plan and execute a strategy to deliver and provide evidence of industry-leading service training.

· Stay abreast of current trends in the compact equipment industry, especially as they relate to service and dealer education.

· Develop opportunities for peer-to-peer learning that will enable the sharing of best practices and feedback.

Job Requirement

· Education required: Bachelor’s degree or equivalent experience in business, engineering, technical training, or closely related field. Advanced degree preferred.

· Travel required: 10-20%.

· Experience required: Minimum of 8+ years of extended enterprise (channel) technical training management, preferably in an industrial or manufacturing environment.

· Ability to facilitate engaging and experiential learning programs and command the respect of service technicians and product experts.

· Demonstrated leadership skills and proven ability to manage a team of skilled experts.

· Ability to work well with subject matter experts to develop industry leading online and in-person training content.

· Executive level presentation experience required.

· Outstanding organization and project management skills with the ability to manage the delivery of high-quality, on-time programs in a dynamic environment.