Customer Training and Technical Publications Manager

Summary

The UA Training Department develops and delivers customer operational and technical training solutions, including in person and online elements of new customer onboarding, technical integration, installation training, and pilot training. The Technical Publications department develops and delivers technical publications for the company’s advanced avionics systems. In this role, the manager is responsible for managing the day-to-day activities of the Customer and Technical Training & Technical Publications department and processes. Responsibilities will include writing and editing technical publications by working with company personnel, including engineers and subject matter experts, to ensure the technical accuracy of all publications, and provide timely and cost effective solutions to the unique training requirements of UA customers and dealers.

 Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Lead in all facets of Customer Training and Technical Publications at Universal Avionics, including selection, hiring, administration, goal setting, performance management, employee development, succession planning, and training of department staff.
• Manage all decisions directly affecting Customer Training and Technical Publications operations, policy, and procedure.
• Establish measurable goals for the Customer Training and Training Department that support UA corporate goals. Track and report on performance against those goals. Participate in the development of a long-term strategy.
• Determine needs for outsourcing publication development and printing and evaluate and select vendors where appropriate.
• Maintain awareness of trends and events in the aviation industry that may impact Technical Publications.
• Continuously review and ensure implementation of improvements for Technical Publications products and processes.
• Write, edit, and review various technical publications using company templates and tools.
• Use illustration software to support the development of technical publications.
• Use company-selected lifecycle management software programs to locate the information needed to write and edit technical publications.
• Support the technical writing process by working with company personnel, including engineers and subject matter experts, to obtain information needed to write and edit technical publications.
• Coordinate and perform on-equipment evaluations, including testing, operating, disassembling, and assembling Line Replaceable Units (LRUs) and avionics systems to validate technical publications.
• Learn about and use the company Business Management System (BMS) to apply company and department processes effectively.
• Demonstrate an understanding of industry terminology.
• Translate customer, dealer, equipment, and regulatory requirements into cohesive training plans.
• Support a long-term UA customer training strategy that integrates classroom and on-line elements from the initial onboarding of a new customer through technical installation and product operation and support.
• Review current training revenue plan and propose revised plan to develop Training as a profit center. Manage Profit and Loss for the Training department.
• Work with the Marketing organization to develop and implement a Marketing Plan for UASC Training.
• Integrate testing into training programs, particularly on-line programs, where applicable
• Ensure ongoing review/improvement of existing training programs, develop new programs as required.
• Develop backup trainers and succession plan for the group.

Competency

To perform the job successfully, an individual should demonstrate the following competencies:

• Experience in the integration, installation, and operation of UA products.
• Gathers and analyzes information skillfully, works well in group problem solving situations.
• Demonstrated ability to multi-task and set priorities within tight timelines and high expectations.
• Assesses own strength and weaknesses, strives to continuously build knowledge and skill, shares expertise with others. Applies feedback to improve performance, monitors own work to ensure quality.
• Demonstrated ability to communicate technical information effectively in both written and verbal settings, editing for correct spelling and grammar.
• Adapts to changes in the work environment, prioritizes and plans work activities, uses time effectively manages competing demands.
• Supports and explains reasoning for decisions, including appropriate people in decision-making process.
• Ability to lead by example and demonstrate the organization’s leadership attribute expectations.