Manager, Technical Training

Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.

Position Summary

The Manager, Technical Expertise serves as the technical authority and field advocate within the organization, ensuring that field professionals are equipped with the knowledge, skills, and support necessary to deliver high-quality installations and service experiences.

This role acts as the critical link between Field Operations, Product, Engineering, Training, and Operational Excellence teams. The Manager, Technical Expertise develops and validates technical training programs, evaluates new hardware and software deployments, identifies field impacts and risks, and creates solutions that improve technician effectiveness and customer outcomes.

The successful candidate will possess deep field experience, exceptional technical knowledge, strong communication skills, and the ability to build credibility with field teams. This individual will become the trusted resource for field professionals facing technical challenges and serve as the voice of the field when introducing new products, tools, and processes.

This positon requires frequent travel to field locations, training events, pilot programs, and operational meetings.

Key Responsibilities

Technical Leadership

• Serve as the organization's subject matter expert on field installation and service practices.
• Maintain deep knowledge of installation techniques, troubleshooting methodologies, electrical principles, safety standards, and connected home technologies.
• Provide technical guidance and escalation support to field professionals experiencing complex installation or service challenges.
• Build and maintain credibility with field teams through hands-on expertise and practical problem-solving.

Training Strategy and Development

• Define technical skill requirements for Field Professionals across all installation and service disciplines.
• Partner with Learning & Development teams to design and maintain technical training curriculum.
• Ensure training content accurately reflects field realities and operational needs.
• Identify training gaps and develop programs to improve technician proficiency.
• Facilitate instructor-led training sessions, workshops, certification programs, and field readiness initiatives.

Examples include:

• Thermostat installation and configuration
• Wire routing and termination
• Electrical fundamentals and voltage troubleshooting
• Job-site safety practices
• Equipment troubleshooting and diagnostics
• Networking
• Best practices for installation quality

Product Readiness and Field Validation

• Evaluate new products, hardware, software, and field tools prior to broad deployment to ensure the field is properly trained on them
• Participate in pilot programs and beta testing initiatives.
• Assess potential impacts on installation quality, technician efficiency, customer experience, and operational performance.
• Identify field risks, failure points, and process gaps before launch.
• Develop mitigation strategies and field workarounds when issues are identified.

Field Feedback and Continuous Improvement

• Establish strong relationships with field leadership and technicians.
• Gather and analyze recurring technical issues from the field and provide and/or help develop training to improve/mitigate these issues.
• Act as the primary liaison between field teams and Product, Engineering, and Operations organizations.
• Advocate for enhancements that improve installation experience and reduce technician friction.
• Assist in corrective actions and root-cause investigations related to technical issues.

Operational Support

• Provide direct technical consultation to field teams during complex installations and troubleshooting situations.
• Assist in developing troubleshooting guides, best practices, and field communications.
• Support incident response efforts for major product, software, or hardware issues impacting the field.
• Monitor field performance trends and recommend process improvements.

Qualifications

Required

• 7+ years of hands-on field installation, technical operations, or service experience.
• Demonstrated expertise in residential technology, security, smart home, HVAC controls, networking, or related technical systems.
• Strong understanding of electrical fundamentals, wiring practices, troubleshooting, and field safety requirements.
• Experience creating, delivering, or influencing technical training programs.
• Ability to travel extensively to support field operations and training initiatives.
• Strong written and verbal communication skills.
• Ability to work cross-functionally with Product, Engineering, Operations, and Training organizations.

Preferred

• Experience leading field teams or technical support organizations.
• Background in instructional design, technical enablement, or field training.
• Experience supporting product launches and pilot programs.
• Project management experience.
• Industry certifications relevant to electrical, networking, HVAC, home automation, or technical operations.

Critical Success Measures

During the first 12 months, this individual should be measured on:

Field Readiness

• Reduction in installation errors.
• Improvement in technician certification and proficiency rates.
• Show improvements in Technical Training.

Product Launch Success

• Early identification of field-impacting issues.
• Successful implementation of mitigation plans.
• Reduced launch-related escalations.

Operational Effectiveness

• Reduction in technical support escalations.
• Improvement in installation quality metrics.
• Decrease in truck rolls and rework activity.

Field Engagement

• Positive feedback from technicians and field leaders.
• Increased adoption of technical best practices.
• Recognition as a trusted technical authority within the field organization.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.  

Official description on file with Talent.

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