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Field Technician Training Manager

Location: 

West Greenwich, RI, US, 02817

Requisition ID:  4107

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has over 12,000 employees.

Summary

Reporting to IGT’s centralized product training team, this customer-facing role oversees the training group that develops and delivers training content to technicians who are responsible for servicing both gaming and lottery equipment. This people manager position requires occasional, global travel, as the technicians that this team trains are located around the world. Some training is in person, some training is through distance-learning technology. A candidate with experience in instructor-led or distance training is required, experience with both is preferred.


The person who will excel in this role is one who has knowledge and skills in several (or best, all) of the following: A repair technician, an instructional designer, a project manager, a trainer, and a people manager, especially a person who has managed a geographically dispersed team. This position manages a team of 8 Field Service Trainers who live and work in FL, NJ, NV, OK, RI, and Mexico. Regardless of where the manager or the team resides or where the equipment is housed or developed, it is up to the Field Services Training Manager to build the cross-company relationships, participate in the New Product Introduction process, and create and execute the logistical plans needed for the team to gain product knowledge and develop effective training plans according to team standards, and be able to deliver, globally, whenever required.


This role requires outstanding organizational and analytical skills and excellent interpersonal skills, awareness of instructional design, and working technical knowledge in order to guide the team successfully. This role will occasionally serve as individual contributor – developing and delivering formal training programs on technical service of hardware.

Responsibilities

Directly or indirectly oversees (and may perform) the following:
* Managing, supervising, and coaching a geographically dispersed team of technology trainers
* Creation and delivery of technical training programs (here, technical means electronic/electromechanical device installation and repair)
* Creation of plans to operationalize and/or improve service support for lottery equipment
* Oversight of, and creation of, documentation and procedures.
* Oversight of, and creation of, the preparation of lesson plans that meet service strategies
* Selection of appropriate training aids and readiness of training environment
* Management of Training and Support deliveries to global customers
* Performance management of the areas managed (quality, effectiveness, cost)
* Collaboration with and/or management of vendors and third parties to achieve goals


Training or equivalent experience in electronics (computer repair, electromechanical device repair, communications installation, or similar), training or experience in adult learning theory and formal training including instructional design, and management experience, particularly with remote employees, required.
Experience:

Qualifications

Must have 2-3 years of training experience
1 or more years of management experience, preferably with remote teams, highly desired
Must have 1+ years field services experience relating to computer-based electro-mechanical devices
Must demonstrate an ability to successfully manage multiple tasks to completion
Must demonstrate ability to perform hands-on service of electronics and electro-mechanical devices
Must demonstrate excellent verbal, written, listening, and interpersonal skills, facilitation and presentation abilities, and organizational skills.
Strong computer skills
Travel up to 25%, typically 10%.

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

 

 

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

In addition to our competitive benefits package, we offer employees a 401(k) Savings Plan with Company contributions, tuition reimbursement, free identity theft insurance, free hot and cold beverages, and access to on-site gym facilities (Providence Headquarters and West Greenwich).

IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.