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Director Technical Field Service Training

Generac · Waukesha, WI · Full time

Posted Jul 13, 2026 · We last checked this listing on Oct 6, 2026

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Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about a time you built a service training strategy from the ground up for a large, distributed technician network. What did you prioritize first and why?

What they are checking: whether the candidate can think at an enterprise level rather than just running individual training programs

Describe a time you had to get an executive to fund or prioritize a training initiative they were skeptical about.

What they are checking: executive influence and ability to translate training value into business language

Tell me about a time you had to standardize training across regions that each believed their local market needed something different.

What they are checking: ability to balance global consistency with regional flexibility without alienating field leaders

Tell me about a time you inherited a training team or program that wasn't performing and had to turn it around.

What they are checking: track record of leading leaders through underperformance and organizational change

Tell me about a time regulatory or safety requirements forced you to redesign a training program. What was the requirement and how did you handle it?

What they are checking: experience ensuring training meets legal and safety compliance, which the role explicitly requires

What would you do

Say a new product is six weeks from launch and the technical documentation keeps changing because engineering is still finalizing the design. How do you keep training on track without certifying techs on outdated information?

What they are checking: how they handle NPI timing pressure and cross-functional dependency risk

If field data showed a specific product line had a spike in repeat service calls, how would you investigate whether it's a training gap versus a product defect, and what would you do next?

What they are checking: ability to use field and reliability data diagnostically rather than assuming training is always the answer

How would you build career pathways for technicians so that training isn't just about compliance but actually helps with retention and skill progression?

What they are checking: strategic thinking about workforce development beyond box-checking certification

About the work

Walk me through how you would design a certification framework that has to work for both Generac's own service techs and independent dealers who don't report to us directly.

What they are checking: understanding of competency modeling across a mixed employee and third-party audience

What KPIs would you put in place to prove that training is actually reducing first-time fix failures and warranty costs, and how would you get clean data to track them?

What they are checking: whether they can connect training outcomes to hard financial and operational metrics, not just completion rates

Have you used DACUM or a similar job/task analysis method to build curriculum? Walk me through how you'd apply it to a diagnostic role like a generator service technician.

What they are checking: hands-on familiarity with structured curriculum development methodology versus just claiming instructional design experience

How do you decide what belongs in instructor-led training versus digital or simulation-based learning when you're building a blended program for hands-on technical skills like electrical diagnostics?

What they are checking: practical judgment about learning modality tradeoffs for physical, safety-critical skills

What's your experience with SAP or similar ERP systems in the context of managing training records, certifications, or compliance tracking at scale?

What they are checking: whether their systems experience is real and specific enough to run enterprise reporting

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The full job description

As published by Generac.

We believe power is a promise - a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us? At Generac, we power the lives of our customers by providing energy solutions that keep homes, businesses, and communities running. As the Director of Field Technical Training, you will lead the strategy, development, and execution of world-class technical training programs that build the capabilities of service technicians, installers, dealers, distributors, and field service professionals across our network. This leadership role is responsible for creating a scalable learning ecosystem that drives technical excellence, workforce readiness, safety, product expertise, and exceptional customer experiences. The Director will oversee training centers, certification programs, instructor-led and digital learning solutions, and technical curriculum development while partnering closely with Service, Engineering, Product Management, Sales, and Customer Support teams. The ideal candidate is a strategic and innovative learning leader with deep experience in technical training, field service operations, and workforce development within industrial, manufacturing, power generation, HVAC, electrical, construction, or related technical industries. They will be passionate about developing people, leveraging technology to enhance learning effectiveness, and ensuring the Generac service network remains the industry benchmark for technical competency and customer support. This role plays a critical part in enabling Generac's continued growth by ensuring technicians and installers have the skills, knowledge, and certifications needed to safely install, diagnose, repair, and maintain Generac products while delivering an outstanding customer experience. Major Responsibilities • Establishes the enterprise service training strategy, standards, and operating model aligned to service excellence, product roadmaps, and capability needs • Governs curriculum architecture, certification frameworks, and competency models for technicians, service leaders, and dealer personnel • Ensures training programs meet regulatory, safety, and quality requirements • Leads the design, development, and deployment of technical, diagnostic, and customer‑experience training across global service channels • Integrates field data, reliability insights, and lessons learned into training content to improve service accuracy, speed, and first‑time fix rates • Oversees blended learning approaches including instructor‑led, digital, simulation, and on‑the‑job training to maximize scalability and effectiveness • Partners with Service Engineering, Technical Service, Quality, Manufacturing, and Dealer Development to ensure training reflects current standards, procedures, and product changes • Aligns training with new product introduction (NPI) and commercialization processes to ensure service readiness at launch • Collaborates with regional service leaders to tailor training to market needs while maintaining global consistency • Defines and track KPIs related to training effectiveness, technician proficiency, certification compliance, and service performance outcomes • Drives continuous improvement of training content, delivery methods, and learning technologies based on performance data and stakeholder feedback • Ensures training contributes to measurable improvements in customer satisfaction, warranty cost reduction, and operational efficiency • Leads and develops a high‑performing training organization, including instructional designers, trainers, and certification specialists • Builds a scalable capability‑development ecosystem that supports career pathways, skill progression, and workforce readiness across the service network • Serves as the enterprise subject matter expert for service training, learning methodologies, and capability development Minimum Job Requirements Education • Bachelor’s degree or equivalent combination of education and experience Certification / License n/a Work Experience • 7 years of experience in Training/Instructional Design in a technical environment • 4 years of leadership experience, preferably in a global manufacturing or regulated environment Knowledge / Skills / Abilities • Demonstrated ability leading leaders and influencing executive‑level stakeholders • Proven executive presence with exceptional written, verbal, and presentation skills • Demonstrated success leading enterprise transformation and large‑scale, cross‑functional initiatives • Strong business acumen with the ability to align portfolio decisions to strategic priorities and financial outcomes • Experience building governance models, performance metrics, and operating rhythms at an enterprise level • Advanced capability in organizational change management and talent development • Experience with SAP or equivalent ERP systems Preferred Job Requirements Education • Masters Degree Certification / License • Master Training certification Work Experience • Experience creating online curriculum • Technical training and curriculum development (DACUM) experience • Product development experience in design or service role “We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

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