Director of Training & Service Quality

Position Summary

The Director of Training & Service Quality leads Baseline's Technical Training Team and owns technical training, service quality, and maintenance standards across field and shop operations. This hands-on leader sets the annual technical training agenda and defines how technical work is performed. They verify that work is done consistently through audits and competency assessments, and they help resolve complex equipment issues. The role champions a safety-first, quality-first culture and partners with Operations, Engineering, HSE, and Reliability & Analytics to build technician capability, improve equipment performance, and develop digital troubleshooting resources.

Key Responsibilities

Training Leadership & Technician Development

• Lead and scale the Technical Training Team and set the annual technical training agenda for the organization.
• Champion a safety-first, quality-first training culture across field and shop teams.
• Lead technical training for new field and shop employees, including onboarding, hands-on instruction, and qualification assessments. Make sure technicians are certified, competent, and equipped to perform standard work.
• Develop continuing education on generator operation, preventive maintenance, troubleshooting, controls, fuel systems, and new equipment.
• Define and expand role-based technical competencies, skill ladders, and ongoing development programs for maintenance and field technicians. Identify individual and team skill gaps and put improvement plans in place.
• Teach in the classroom, shop, and field, track training completion, certifications, and demonstrated proficiency.
• Coordinate OEM technical training, and build lessons learned from service issues, audits, and equipment changes into the curriculum.

Maintenance Standards & Service Quality

• Prepare, catalog, refine, and communicate all company maintenance standards and intervals, working with Engineering and Operations. This covers procedures, checklists, best practices, and technical references for equipment inspections, preventive maintenance, repairs, troubleshooting, and shop work.
• Implement standards for all major mechanical and electrical components and keep them current through regular updates and related training.
• Keep the team current on software version upgrades from key suppliers, including PSI, Basler, ComAp, FW Murphy, and ECOM.
• Drive consistent use of approved practices across field locations, shifts, and shops through training, field observation, and hands-on verification.
• Build and manage field equipment and service quality audits that assess equipment condition, quality of work, and compliance with standard procedures.
• Partner with HSE to reinforce company safety policies and recommend changes based on audit findings and field observations.
• Identify inconsistent practices and repeat deficiencies. Document corrective actions, verify they are completed, and update training or procedures to prevent recurrence.

Troubleshooting & Technical Support

• Provide advanced support to field and shop teams by diagnosing generator faults, repeat failures, and complex performance issues.
• Analyze operating trends, controller alarms, fault histories, and maintenance records to identify root causes and recommend corrective action.
• Maintain deep working knowledge of natural gas engines, generators, controllers, fuel systems, electrical systems, and related components.
• Work with Engineering and equipment vendors on recurring technical issues, maintainability, and equipment or component improvements.

Technology & Cross-Functional Collaboration

• Partner with Reliability & Analytics to apply equipment expertise to diagnostic models, anomaly detection, and machine learning initiatives.
• Lead development of digital field resources, including AI-assisted troubleshooting tools and reference guides. Check their technical content against approved procedures and equipment data.
• Collaborate with Operations, Engineering, Sales, and Optimization to improve work practices, product offerings, and equipment reliability.

Qualifications & Experience

• Extensive hands-on experience with natural gas power generation or comparable industrial engine and electrical equipment, with proven advanced troubleshooting ability.
• Experience leading technical training, field service quality, maintenance standards, or technical support teams, including building or growing a team.
• Ability to read wiring diagrams, controller data, technical manuals, and equipment drawings, plus strong analytical and root cause investigation skills.
• Effective instructor and communicator who can turn complex technical concepts into practical field instruction for learners at different experience levels.
• Comfortable with digital tools, remote equipment, and cross-functional teams. Familiarity with AI-enabled diagnostics or with controller platforms such as PSI, Basler, ComAp, FW Murphy, or ECOM is a plus.
• Technical degree or equivalent relevant industry experience.
• Regular travel to field locations and shops.

Baseline Core Values

• Whatever It Takes – Our team members are relentless, accountable, and take extreme ownership on behalf of customers.
• Makes Things Better – We foster a culture of continuous improvement; our team members are never satisfied with the status quo.
• Makes It Happen – We value reliability, dependability, responsibility, and trustworthiness at all levels of operation.
• Take No Shortcuts – We value excellence, stewardship, and passion. We are thorough in our efforts for customers.
• Own The Outcome – We encourage transparency and humility in every aspect of our business.