Position Summary:
The Home Appliance Technical Training Manager is responsible for developing and leading technical training programs for field technicians, Authorized Service Centers, direct authorized service providers, call center teams, and internal service personnel.
This role serves as the primary technical training leader and subject matter expert, ensuring that service teams have the skills, knowledge, and tools necessary to diagnose, repair, install, and maintain Hisense home appliances safely and effectively. The manager will also partner closely with Engineering, Quality, Product Management, and Service Operations teams to drive continuous improvement in product reliability, repair quality, and customer satisfaction. The role includes responsibility for developing training materials, conducting training programs, supporting complex technical cases, and managing technical knowledge across multiple appliance categories.
Key Responsibilities:
Training Strategy & Development
- Develop and implement annual technical training strategies and certification programs.
- Create training roadmaps for new product introductions and emerging technologies.
- Develop technical training materials, including:
- Service manuals
- Troubleshooting guides
- Technical bulletins
- Service procedures
- E-learning content
- Technical videos
- Establish technician certification standards and competency requirements.
Technical Training Delivery
- Deliver classroom, virtual, and hands-on training programs.
- Conduct technical workshops and certification training for service providers and technicians.
- Lead product launch training and monthly technical development programs.
- Facilitate skill development initiatives to improve service quality and repair effectiveness.
Technical Support & Escalations
- Provide advanced technical support for complex repair and troubleshooting cases.
- Assist service teams in diagnosing and resolving escalated customer issues.
- Develop field troubleshooting solutions and repair best practices.
- Support service network improvement initiatives.
Product Knowledge Management
- Maintain expert-level knowledge across multiple product categories, including:
- Refrigerators
- Freezers
- Cooking Appliances
- Dishwashers
- Laundry Products
- Air Conditioners
- Review and understand new product designs and technologies before launch.
- Translate engineering information into technician-friendly service materials.
Service Network Capability Development
- Improve technician diagnostic accuracy and first-time fix performance.
- Develop training and certification programs for Authorized Service Centers and direct service providers.
- Evaluate technician performance and identify development opportunities.
- Establish technical competency assessment processes.
Quality Improvement & Field Feedback
- Analyze field repair data and recurring service issues.
- Gather technical feedback from service providers and customers.
- Work closely with Engineering, Quality, and R&D teams to improve product reliability and serviceability.
- Drive corrective actions to reduce repeat repairs and technical escalations.
Reporting & Continuous Improvement
- Track and report key training and service performance metrics.
- Measure training effectiveness and technician certification results.
- Prepare management reports and recommend continuous improvement initiatives.
Qualifications:
Required:
- Bachelor’s degree in engineering, Appliance Technology, Technical Education, or a related field.
- 5+ years of experience in home appliance service, technical support, or technical training.
- Strong knowledge of:
- Electrical systems
- Refrigeration systems
- Mechanical components
- Electronic controls and PCB diagnostics
- Ability to read wiring diagrams, schematics, and service manuals.
- Experience developing and delivering technical training programs.
- Excellent troubleshooting, analytical, presentation, and communication skills.
Preferred:
- EPA Refrigerant Certification.
- Experience managing or supporting Authorized Service Centers.
- Training certification or instructional design experience.
- Knowledge of CRM, warranty, and service management systems.
- Experience supporting large service provider networks.
What Success Looks Like:
In this role, you will:
- Build a highly skilled and certified service network.
- Improve technician diagnostic accuracy and first-time fix rates.
- Reduce repeat repairs and technical escalations.
- Support successful new product launches through effective training.
- Strengthening customer satisfaction and service quality across North America.
Why Join Hisense?
- Fast-growing global appliance brand
- Opportunity to build and lead training programs across North America
- Direct collaboration with R&D, Quality, and Product Engineering teams
- Meaningful impact on customer experience and service excellence
- Competitive compensation and benefits package
Join Hisense and help shape the future of technical excellence in home appliance service.
Hisense USA is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, or genetic information. We comply with all applicable laws regarding equal employment opportunity and affirmatively seek to recruit, develop, and promote qualified individuals from diverse backgrounds. Our company is committed to providing a work environment that is free from discrimination, harassment, and retaliation. We encourage applicants of all ages, races, ethnicities, religions, genders, sexual orientations, and abilities to apply for employment with our company.
