Technical Support and Training Manager

The Technical Support and Training Manager plays a key role in supporting the association’s technical programs, industry standards, and training programs. This position is responsible for managing technical inquiries from members and consumers and supporting the delivery of technical education. The role ensures that technical guidance and education initiatives are executed with accuracy, consistency, and alignment with NWFA standards, while contributing to the overall credibility and advancement of the wood flooring industry.

This role plays an integral part in strengthening member value through technical assistance, educational support, and administration of the NWFACP Inspector Certification Program. This role is responsible for the direction of the Inspector Program while analyzing incoming reports and handling complaints against inspector members., 1) (40%) Provides technical support and member assistance. This work may include, but is not limited to:

• Responds to technical calls, emails, and inquiries from members and industry professionals in a timely and professional manner;
• Provides technical guidance and support related to wood flooring products, installation methods, jobsite conditions, inspection concerns, standards, and industry best practices;

• Serves as a resource to contractors, distributors, inspectors, manufacturers, instructors, and consumers seeking technical assistance;

• Provides expert interpretation of NWFA Technical Guidelines;

• Accurately and tactfully responds to and guides consumer inquiries while maintaining focus on member interests and industry professionalism;

• Documents and tracks technical inquiries, trends, and resolutions to identify opportunities for education, resource development, and continuous improvement;
• Assists with the development, review, and maintenance of technical resources, publications, and support materials;
• Collaborates with the Industry Programs & Standards Officer to ensure consistency and alignment of technical guidance, messaging, and member support efforts;

• Builds and maintains positive working relationships with members, instructors, inspectors, and industry partners.

• Maintains current knowledge of industry products, standards, regulations, trends, and emerging issues impacting the wood flooring industry;

• Delivers high-quality customer service that reflects the association’s standards and professionalism.

2) (25%) Supports technical education and training initiatives. This work may include but is not limited to:

• Facilitates, assists with, and supports NWFA technical schools, certification programs, webinars, and educational events as assigned;

• Instructs technical education programs as needed, including participation in Carpenter’s Union Train-the-Trainer programs and other industry training initiatives;

• Assists with development, preparation, and delivery of technical training content, materials, and educational resources;

• Collaborates with Regional Instructors, training partners, and internal teams to gather feedback, support instructor engagement, and ensure consistency and quality across educational programs;

• Supports technical programming at trade shows, regional training centers, and industry events;

• Supports recruitment and retention efforts for technical schools and certification programs;

• Representing NWFA at training events and industry engagements as assigned;
• Supports technical education initiatives that enhance member engagement, professional development, and industry advancement.

3) (25%) Supports and administers the NWFA Certified Inspector program. This work may include, but is not limited to:

• Supports the implementation and ongoing administration of the NWFACP Inspector Certification Program;

• Serves as instructor and facilitator for Inspector Certification training programs as assigned;

• Provides mentorship and support to Inspector candidates and certified Inspectors;

• Develops and supports recruitment efforts to attract qualified candidates into the Inspector Certification Program;

• Builds relationships with candidates and certified Inspectors to encourage ongoing engagement, participation, and retention within the program;

• Coordinates and supports the NWFACP Complaint Process, including communication and documentation associated with Hearing and Appeal Committees;
• Supports the Inspector Report Review process and serves as liaison to the Report Review Committee as assigned;

• Assists in maintaining consistency, professionalism, and integrity of certification program requirements and processes;

• Works collaboratively with technical leadership and committees to identify opportunities for program growth, member engagement, and continuous improvement of the Inspector Certification Program.

4) (10%) Contributes to technical committees and industry collaboration. This work may include but is not limited to:

• Participates in technical and manufacturer service committees;
• Provides insights, feedback, and technical expertise to support the development and continuous improvement of industry standards, technical resources, and association programs;
• Collaborates with industry partners, manufacturers, instructors, and stakeholders to strengthen technical alignment, knowledge sharing, and industry best practices., The Technical Programs Manager plays a key role in shaping, developing, and supporting NWFA programs and membership. As the primary contact for NWFA/NOFMA and Refinishable program members, they will build rapport with manufacturer members and provide technical support and information on inspection processes and best practices as needed. Working onsite with manufacturer stakeholders through inspection and audits is key.

In addition, this role supports NWFA educational programming and technical training initiatives through instruction, mentorship, and collaboration with Regional Instructors and industry stakeholders.

Responsibilities: 1) (50%) Conducts manufacturer certification inspections and reporting. This work may include, but is not limited to:

• Performs NWFA/NOFMA certification inspections at member mill locations;
• Prepares detailed inspection reports and ensure compliance with certification standards;
• Communicates findings clearly and professionally to manufacturers;
• Supports the manufacturer technical call services center;
• Builds and maintains strong relationships with manufacturer members to enhance engagement, retention, and overall member value;
• Identifies opportunities to recruit new manufacturer participants into NWFA/NOFMA certification programs and services;
• Supports outreach efforts to encourage member participation in certification, educational, and technical initiatives;
• Supports continuous improvement efforts within the certification program.

2) (40%) Supports program growth, technical education, and industry engagement. This work may include, but is not limited to:

• Identifies and develops opportunities to recruit new participants into the NWFA/NOFMA Certification Program and Refinishable Program;
• Builds and maintains relationships with prospective and existing manufacturer members to support program growth, engagement, and retention;
• Conducts outreach to manufacturers, distributors, contractors, and industry stakeholders to increase awareness and participation in NWFA technical programs and services;
• Communicates with companies involved in the Refinishable Program while exploring growth, engagement, and program improvement opportunities;
• Serves as an instructor and technical representative at Floor & Decor training events and educational programs;
• Supports distributor educational events through technical presentations, training, and relationship development;
• Facilitates, assists with, and supports NWFA technical schools, webinars, certification programs, and educational events as assigned;
• Collaborates with Regional Instructors, distributors, manufacturers, and industry partners to support educational initiatives and strengthen industry engagement;
• Assists in the development and delivery of technical training content, presentations, and educational resources;
• Represents NWFA at trade shows, educational events, manufacturer meetings, and industry engagements as assigned;

• Works collaboratively with technical leadership to identify opportunities for program growth, member engagement, and continuous improvement. 3) (10%) Supports additional programs and technical aspects of NWFA. This work may include but is not limited to:

• Communicates with companies involved in the Refinishable Program while exploring growth and program improvement opportunities;
• Partners with Regional Instructors to encourage participation in NWFA inspection related activity;
• Contributes to Technical Guidelines related to manufacturing and wood grading;
• Supports member outreach efforts that strengthen awareness, engagement, and participation across NWFA technical programs and services.

• High School diploma required
• 3+ years of hands-on experience in the wood flooring industry required

• NWFA Certified Professional Installer (CI), Sand & Finisher (CSF), and Inspector (CWFI) designation required

• Strong technical knowledge of wood flooring installation, sanding, refinishing, and maintenance

• Expert understanding of NWFA Technical Guidelines
• Excellent problem-solving and communication skills
• Ability to explain technical concepts clearly to a variety of audiences
• Public speaking and training experience preferred
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Strong organizational skills and attention to detail

Environment This position requires a combination of office-based work, working remotely, and working in the field. The role may involve standing for extended periods, lifting equipment, and working in manufacturing or construction environments as needed. Standard office equipment is also used regularly., * High School diploma required;

• 3+ years of hands-on experience in the wood flooring industry preferred;
• Strong technical knowledge of wood flooring manufacturing, installation, and maintenance;
• Expert understanding of NWFA Technical Guidelines;
• Excellent problem-solving and communication skills;
• Ability to explain technical concepts clearly to a variety of audiences;
• Public speaking and training experience;
• Proficient in Microsoft Office (Word, Excel, PowerPoint);
• Strong organizational skills and attention to detail.

Environment This position requires a combination of office-based work and fieldwork, including extensive travel for mill inspections. The role may involve standing for extended periods, lifting equipment, and working in manufacturing or construction environments as needed. Standard office equipment is also used regularly.

The National Wood Flooring Association (NWFA) is the leading trade association representing the hardwood flooring industry. With a mission to unify and strengthen the wood flooring community, we set the industry standard through education, technical training, networking opportunities, advocacy efforts, and widely recognized publications and resources. The NWFA has two exciting opportunities to join its team: a Technical Support/Training Manager and a Technical Programs Manager.