Manager, Technical Training & Publications

The Manager, Technical Training & Publications leads the Technical Training and Publications teams supporting them in providing relevant, concise and professional communications to our CFMOTO customers and dealers. This role will also supervise, train, and mentor a small customer service team.

• Leads, mentors and develops the training, technical service, customer service and technical publications team members, fostering a culture of continuous improvement and excellence. Acts as a Leader on the Service Operations team to ensure strong collaboration and knowledge sharing across the team
• Implements, manages and owns corporate Learning Management System (LMS)
• Partners with CFMOTO staff and dealers to develop and manage an online and in-person certification program to improve dealer productivity in service and general dealer operations related to CFMOTO
• Manages learning and development initiatives to ensure training needs and deadlines are met
• Maintains knowledge of new methods and techniques for training, and training requirements applicable to the organization and/or industry
• Identifies future training needs and creates a curriculum to facilitate that training
• Assists in the execution of the performance management philosophy, strategy and review cycles including training and enablement needs
• Monitors, evaluates and enhances the performance of customer service support to provide coaching and feedback as need
• Prepares and presents reports on customer service performance to senior management outlining key KPIs to focus on and to continually improve upon and enhance
• Develops and implements customer service policies and procedures to ensure consistent and high-quality service to our dealer network and internal key stakeholders
• Oversees technical publications team to ensure all technical documentation meets company standards for quality, accuracy and usability
• Works with technical writers to develop and implement best practices for technical writing processes and tools
• Manages multiple documentation projects simultaneously to ensure timely delivery and adherence to project timelines
• Responsible for maintaining a high level of customer service, professionalism and projecting a positive image of CFMOTO
• Other duties as required

Qualifications

• Bachelor’s degree in Business, Communications or other related area
• 7-10 years’ previous experience in similar role within the Powersports, Automotive or similar industry
• Strong previous internal and/or external customer service experience
• Proven ability to design and implement effective training programs
• Excellent leadership and interpersonal skills
• Proficiency in instructional design and training delivery methods
• Must possess exceptional organizational and time management skills with strong attention to detail
• Must have strong communication and collaboration skills in order to ensure strong interdepartmental teamwork and continual and seamless communications between the engineering team, service technicians, management team, and dealers
• Expert knowledge of Microsoft Excel and PowerPoint and proficient with Word and Outlook
• Strong customer focus and service orientation with the ability to interact effectively with colleagues and vendors at all levels in a cross-cultural setting

Critical technical, professional and personal capabilities

• Commitment to continuous improvement, safety, teamwork and open communications
• Ability to handle confidential and sensitive information with integrity and professionalism
• A positive attitude, motivated, self-starter with strong teamwork skills
• Strong communication skills both verbal and written
• Proven problem solving, decision making and planning skills
• Demonstrates speed and flexibility as appropriate in responding to and adapting to change
• Promotes cooperation within the team and between teams
• Demonstrated ability to adapt to a challenging and developing environment; willingness to take on new responsibilities as our business evolves

The wage range for this role takes into account the wide range of job-related factors that are considered in making compensation decisions, including but not limited to skill sets, experience, training, certifications, education, location and other business and organizational needs. A reasonable estimate of the current salary range is $95k-$130k annually. Our competitive salaries are just one component to CFMOTO’s total compensation package.

Additional benefits include: medical, dental & vision insurance, 401K Match, Vacation & Sick Time, Life Insurance and Employee Purchase Discounts and opportunities.