Training and Technical Support Leader

Training and Tech Support Leader

Location: Aurora, OH

Position Summary:

The Training and Tech Support Leader is responsible for designing, implementing, and managing training programs that support services, manufacturing excellence, safety compliance, and employee development. This role ensures new hires are effectively onboarded and that ongoing training supports performance, retention, and operational goals. The role is also responsible for enriching the tech support model. This includes but is not limited to researching the best after hours and normal hours tech support model, integrating a tiered support approach, and ensuring LayerZero can effectively answer internal and customer tech support questions.

Key Responsibilities:

• Develop and deliver onboarding programs covering safety, quality, systems/tools/programs, and job-specific training.

• Create upskilling training program for leaders and managers.

• Develop and deploy customer facing employee training focused on customer satisfaction and sales.

• Parter with safety leaders to make safety a focus point for all field training.

• Create hands-on training modules for roles such as electrical assembly, testing, and general field safety

• Partner with supervisors and leads to assess skill gaps and build targeted development plans.

• Implement Train-the-Trainer programs to scale knowledge across shifts and departments.

• Enhance the current tech support model to be scalable with business needs

• Create an easy to manage on call and after-hours support model

• Maintain training records and track effectiveness using metrics such as time-to-productivity and retention.

• Collaborate with HR and Operations to align training with business goals and compliance standards.

• Support partnerships with community colleges and vocational schools to build talent pipelines.