Global Service Training Manager
Consumer & Customer Care
Full Time


Create Courseware and conduct Service Training for local Trainers. Coordination of certification for Service Network (internal/external) and Service Sales. This to create improved quality of installation, commissioning and repairs plus boost service sales.

Key responsibilities
• Training portfolio for a specific area 
- Conduct global service training, based on identified needs, make plan publicly available  
- Training portfolio to include not only product training but also training on basic technology (e.g. gas or heat pump) and Electrolux policies and processes (connectivity to be integral)
- In cooperation with Global Service Network (operations mgr)deliver the Technician Certification Program
• Courseware
- Identify needs of training courses based on feedback from, Training Managers, business development, service network, technical support, Quality Field and product development. 
- Courses can be web-based or teacher-led; higher level technical training must be hands-on
- Define the content, purpose, and aim of each training course with clear instructions/manuals as a vital component.
- Define the needed competence to take each course
- Order the creation of the training material from the competent resource (e.g. Product Care and/or Sr Service Tech Managers) and fine tune 
- Find, define and assign teachers to each course; included demands for cascading training (Train the Trainer Concept)
• Training planning
- Create and make available a global training calendar together with Training Manager and Training Center responsible   
- Support Training Center responsible to arrange practicalities (Global Facilities / Capabilities) 
• Drive Training (Change Management) as an Investment Project
- Deliver the Service Training according to the training calendar and the global training needs 
• Connection to service packages
- Track competence and competence levels per resource
- Facilitate connection of needed competence levels into the service tool

Key functional qualifications
• Training and pedagogical skills
• Responsive to the needs of the organization
• Ability to handle many contacts
• Analytical and structured approach
• Ability to handle many simultaneous tasks
• Ambitious and target oriented
• Customer focus on correct and standardized behaviors
• Possibility and will for traveling
• Fluent in English, other languages a plus

Core Competencies
• Excellent knowledge and understanding of training as a systematic tool for continuous improvement and change!
• Good technical knowledge 
• Experience of technical support and/or service work is a plus
• Computer skills, especially Powerpoint and databases
• XML and HTML knowledge is a plus 
• Communication