Training & Customer Experience Manager

With the Demag brand we are one of the world’s leading suppliers of industrial cranes, crane components and comprehensive service. We offer our customers a complete range of cranes, handling equipment and drives for every application – optimized by comprehensive sales and service support. The Demag crane experts always focus on the benefits for our customers – the greatest possible availability, optimum performance and maximum efficiency and reliability.

POSITION TITLE: Training & Customer Experience Manager

REPORTS TO: Director of Marketing

PRINCIPAL RESPONSIBILITIES:

1. Implement and maintain a training strategy that engages all our learning channels for R&M and Demag US, including live training, on-demand training, self-paced learning, and system-based learning.

2. Manage, advocate for and assist in designing a distributor-focused training program and content, with support from internal resources and external vendors, for R&M and Demag US brands.

3. Manage and maintain training budget and purchases for R&M and Demag US brands.

4. Maximize usage of business analytic data, interviews, and surveys to make our distributors more successful in pulling business toward R&M.

5. Develop meaningful technical content that speaks to our distributor partners and provides them with relevant, tangible reasons to specify R&M and Demag products.

6. Coordinate with multiple stakeholders, teams, and customers to find opportunities to analyze and optimize our customer’s experience with the goal to grow our business with our existing customer base.

7. Other duties as assigned by supervisor.

QUALIFICATIONS:

1. Demonstrated leadership skills

2. Strong and creative communication skills

3. Resiliency and ability to adapt quickly

4. Ability to participate within a multi-disciplinary team as well as acting autonomously

5. Strong strategic skills, with an emphasis on measuring returns on investment and sales impacts

EDUCATION: Bachelor’s degree in Communications, Engineering, Marketing, or equivalent required.

EXPERIENCE: A minimum of 2 to 3 years of experience in technical content development or application engineering. Must have well-developed PC skills and excellent verbal and written communication skills. Previous experience with Adobe Creative Suite, SAP, Act-On, Google Analytics, Excel, Articulate, LMS, and CRM systems is a plus. Must be able to coordinate multiple projects simultaneously while advancing progress on all.

TRAVEL: Must be able to travel domestically and internationally, primarily in the US and Canada -- up to 15%.

ADDITIONAL DETAILS:

We are committed to helping you reach your professional, personal and financial goals. We offer competitive compensation that aligns with our business strategies and comprehensive benefits to help you live your healthiest. We are committed to building an inclusive and diverse culture that engages the different backgrounds and experiences of our employees, which spurs innovation, generates creative solutions and enhances our customer relations.