Technical Trainer

Main Activity:

• Collaborate with managers and supervisors to assess training and onboarding needs.
• Propose and develop training and development programs and objectives.
• Oversee on-the-job training, ensuring the use and development of "best practice" methods
• Evaluate training progress and procedures, monitoring and analyzing course effectiveness, updating curriculum as needed.
• Provide feedback to supervisors about employee expertise evaluations and leveling.
• Maintain flexibility with work hours to support business needs.
• Identify and express to the Team Leader (IAB3) any risks regarding health, safety, quality and environment, including reporting all incidents and near misses.
• Know the recommended gestures to perform the standard operating modes. Suggest proposals to improve the operating mode.
• Ensure the quality of the operations performed by controlling and respecting the standards
• Apply escalation process in case of any deviation (safety, environment, quality, performance)

Job Duties and Responsibilities:

• Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.
• Prepares new representatives by conducting an orientation to processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training.
• Determines training needs by observing; studying based on the high volume of Trouble tickets being created, service and customer experience results reports; conferring with management.
• Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions in a classroom environment and remotely; developing outcome improvement resources.
• Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
• Supports training financial objectives by recommending budget items; controlling costs.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Engages in all tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.
• Thorough understanding of the Delivery process for new product development and launches.
• Attend global and regional meetings/training sessions.
• Performs all other duties as required.

Physical Job Description:

• Active Verbal communication in a classroom environment, 8 to 9 hours each scheduled work day.
• Sitting and standing positions 8-9 hours each scheduled work day.
• Close proximity to computer screens.
• Ability to work within fluctuating background noise and movement.
• Close proximity to surrounding co-workers, open area seating.
• Shift(s):
• Must be flexible with the ability and willingness to work late evenings, weekends and certain holidays.
• Must be able to travel to other locations and field offices. Service Desks are operational 7 days a week, 24 hours a day.

Required Qualifications:

• Ability to develop training and methodology programs that are unique to the organization’s goals, values and mission statement.
• Customer sales and service training experience (minimum of 3 years in industry or related field).
• Ability to problem solve.
• Strong analytical and decision-making skills.
• Self-development skills.
• Ability to handle multiple projects and prioritize.
• Must be able to travel up to 25%.

Preferred Qualifications:

• 5 years in a training environment.
• 3 years methods and procedures documentation and development.
• Bachelor’s degree or higher.