Technical Training Manager

Fuelling the business of fun.

Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.

Position Summary

The Technical Training Manager plays a critical role in the training and development of our employees, customers, and partners and subsequently, the key responsibilities for this role are 1. Design, develop, and own the organization’s training strategy, 2. Work with internal stakeholders to develop training programs that align with the organization’s strategic business goals, and 3. Assess current training programs and operational opportunities to develop and implement best-in-class training programs for employees, customers, and partners.

In addition, the Technical Training Manager will 1. Lead, mentor, and coach the Training team members through difficult events and communicate directly with customers and other departments if intervention is required, 2. Lead by example and ensure Training team members adhere to prescribed departmental procedures and provide training in a consistent and similar manner and 3. Drive actions and activities to ensure Training team members achieve their individual and group KPIs.

Key Responsilbilities

Leadership:

- Define, develop, implement, and maintain best-in-class training programs for employees, customers, and partners
- Lead, mentor, and coach the Training team members through difficult events and communicate directly with customers and other departments if intervention is required
- Defuse customer incidents and intervene to appease unhappy customers if Training team members are unable to meet customers' needs satisfactorily
- Lead by example and ensure Training team members adhere to prescribed departmental procedures and provide training in a consistent and similar manner
- Rectify staffs' day-to-day performance quickly to deliver timely, consistent, and best-in-class training
- Provide consultation and solutions to poor performing staff
- Hire, train, lead, and develop an effective team of Training Specialists and Technical Writers
- Own the development of the training department's competencies and training needs
- Teach training methods and skills to Training Specialists and evaluate the effectiveness of our training programs and Training Specialists

KPIs:

- Define, create, and implement department KPIs and drive actions and activities to ensure Training team members achieve their individual and group KPIs

Training:

- Ensure training programs align with and support the organization’s strategic business goals
- Oversee the creation of online learning modules and other educational materials for employees, customers, and partners
- Partner with other departments to define technology tools and system requirements and partner with suppliers to achieve best-in-class training programs
- Review training materials from a variety of suppliers and partner with Human Resources to select materials with appropriate and relevant content
- Own the release notes process and ensure employee readiness before software deployments and new products releases
- Build the organization’s knowledge base: create, capture, and share knowledge

Individual:

- Responsible for self-developing skills and technical knowledge on existing and new products and features
- Responsible for self-developing skills and technical knowledge on best-in-class training programs and on new and existing training methodologies and platforms
- Evaluate current content and collaborate with other departments to develop new innovative approaches to enhance product usability

Required skills and experience
- 6-8 years experience working in a fast-paced environment in project management, line management, Technical Training, and Organizational Development
- Bachelor’s degree in a relevant technical field or equivalent education/work experience
- Expert level in project management and line management
- Expert ability in pri