Regional Technical Services Training Manager (Engine/Pumps; Mid-West and West Coast preferred)
XylemXylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
We're Hiring a Regional Technical Services Training Manager (Engine/Pumps; Mid-West and West Coast preferred)
Job Summary:
The Sr. Training Specialist plays a critical role in ensuring that the organization’s service operations are efficient and effective. This position involves conducting detailed analyses of service processes, identifying areas for improvement, and developing and implementing service plans. The Sr. Training Specialist collaborates with cross functional teams to address service issues, perform root cause analysis, and implement corrective actions. Additionally, this role involves training and mentoring junior staff.
What you'll do:
Service & Operations Management
· Monitor, maintain, and improve service levels, availability, and performance across shop and field operations
· Identify, troubleshoot, and resolve service issues; lead service improvement plans and corrective actions
· Support service operations through standard work, procedures, work planning, and execution guidance
· Collaborate with service operations, engineering, supply chain, and vendors to resolve systemic issues and improve service delivery
· Conduct regular service reviews and provide data-driven recommendations to leadership
Incident, Problem & Change Management
· Receive, log, prioritize, and resolve incident tickets
· Act as an escalation point for complex or high-risk service and technical incidents
· Communicate incident status and resolution progress to stakeholders
· Lead post-incident and post-change reviews; implement preventive and corrective measures
· Identify recurring issues, perform root cause analysis, and implement permanent fixes
· Review, approve, coordinate, and communicate change requests to minimize service disruption
Training, Coaching & Technician Development
· Design, deliver, and continuously improve technical, safety, and compliance training programs for shop and field technicians
· Lead onboarding, skills assessments, certifications, and ongoing professional development initiatives
· Coach, mentor, and guide technicians in troubleshooting, preventative maintenance, safety, and customer interaction
· Address performance gaps through targeted coaching, corrective action plans, and retraining
· Promote a culture of continuous learning, accountability, safety, and empowerment
Technical Leadership & Field Support
· Perform and oversee advanced diagnostics and service activities on complex mechanical, electrical, diesel, and multi-system equipment
· Serve as a technical escalation resource for technicians, distributors, and service partners
· Proactively identify, assess, and mitigate safety risks on company- and customer-owned equipment
· Support preventative maintenance strategies, parts usage best practices, and service documentation
Safety, Quality & Compliance
· Champion a strong safety culture and ensure safe working environments
· Develop and deliver safety training aligned with company policies, DOT, FMCSA, and industry regulations
· Conduct audits, inspections, and quality reviews to ensure compliance with service and training standards
· Ensure consistent application of safety, quality, and operational standards across internal teams and distributor networks
Customer, Distributor & Vendor Engagement
· Act as a trusted technical advisor to customers and distributor partners
· Interface directly with customers to support service quality, training needs, and issue resolution
· Translate complex technical information into clear, actionable guidance
· Manage service-related customer concerns by diagnosing issues, aligning expectations, and driving resolution
· Support distributor performance through training, technical guidance, and service standard alignment
· Manage vendor relationships, monitor performance, and support contract and SLA reviews
Reporting, Knowledge Management & Continuous Improvement
· Collect, analyze, and report on service performance, training effectiveness, technician capability, and quality metrics
· Identify trends, skill gaps, and improvement opportunities using service data and customer feedback
· Develop and maintain standard work, job aids, technical documentation, and knowledge articles
· Drive continuous improvement through process refinement, knowledge sharing, and adoption of industry best practices
· Proactively identify potential service, safety, or performance risks and address them before escalation
High Impact Behaviors:
• Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
• Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
• Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.
What you'll bring:
Education & Experience
- High school diploma or GED required.
- Associate’s Degree in Diesel Technology or Heavy Equipment Repair preferred; OR a bachelor’s degree in Electrical/Mechanical Engineering or a related field with a minimum of 4 years of relevant experience; OR equivalent practical experience demonstrating strong technical foundations.
- 5–10+ years of progressive, hands-on experience in heavy-duty diesel repair.
- Minimum 3–5 years of experience as a technical trainer or instructor within a shop, fleet, dealership, or OEM environment.
Technical Expertise
- Advanced hands-on proficiency working with complex mechanical, electrical, diesel, and multi‑system equipment.
- Experience developing and delivering structured technical training programs across classroom, hands‑on, and virtual formats (preferred).
- Proven ability to create technical content including SOPs, training materials, guides, and assessments (preferred).
- Strong diagnostic capabilities, including emissions, aftertreatment, and advanced electrical systems (certifications preferred).
- Proven ability to serve as a technical escalation point for complex, high‑risk, or critical service issues.
Safety & Compliance
- In-depth knowledge of safety regulations, hazard mitigation, and compliance standards (e.g., DOT, FMCSA, and industry guidelines).
- Experience conducting safety training sessions, audits, inspections, and quality reviews.
- Demonstrated experience delivering technical and safety training programs for field service technicians (preferred).
Analytical & Operational Skills
- Strong analytical abilities with experience using data tools (e.g., Excel, SQL).
- Ability to interpret service data, field trends, and customer insights to drive continuous improvement.
- Experience with inventory management systems and the ability to develop and implement inventory optimization strategies.
- Strong problem‑solving skills and attention to detail.
- Experience supporting service operations, distributor performance, and continuous improvement initiatives.
Communication & Leadership
- Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance.
- Strong coaching and mentoring capabilities to support onboarding, skill development, and performance improvement (preferred).
- Ability to collaborate effectively across teams to resolve systemic service, quality, and training challenges.
Other Requirements
- Ability to travel 50–70% as needed.
Certifications:
- ASE Medium/Heavy Truck (T-Series) certifications required; ASE Master Technician strongly preferred.
- OEM certifications from Cummins, John Deere, Caterpillar, Detroit Diesel, or PACCAR preferred.
- Certifications in emissions, aftertreatment, or advanced electrical diagnostics preferred.
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.
At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.
Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation