Samsung Appliance Remote Trainer

Overview

2020 Companies has an immediate full-time Remote Appliance Repair Technical Trainer role representing our client, Samsung Electronics America.

Earn an Annual Salary up to $75,000 working Remote!

The remote Technical Trainer will be responsible for the skill improvement of all field technicians. This includes soft skills, empathy, technical, communication and understanding, listening, and diagnosing skills. The trainer will identify training needs on an individual and/or group levels. Utilizing lecture, hands on, and role play the trainer will create a five star level experience that will set the standard for technical support. This trainer will be responsible from start to finish on agent’s skill levels. This includes creating and monitoring the success rate of all levels of agents.

Your Role as a Technical Trainer is to:

• Strengthen customer service capabilities and techniques by building training plans, implementing, evaluating and post-managing training courses.
• Improve repair capabilities through monitoring status of training by each business unit, intensify curriculums for low-performers.
• Provide the optimum customer services through trainings about service mindset, counseling skills and repair techniques.
• Identify training needs and opportunities to improve tech agent’s theory, hands on, and troubleshooting skills. This includes but not limited too; wire breaking down reading, soft-skills, support apps, technical tips, and improvements to the customer five star experience.
• Deliver world class soft skills training and role playing. Samsung requires techs to obtain a CMI score above 90% and trainers must identify techs personal needs for improvement
• Prepare to build various courses and curriculums to nurture service forces to strengthen customer service capability.
• Prepare to execute training by opening a training course, notifying training courses, selecting lecturers, preparing materials, managing classrooms and manage training performances.
• Prepare to manage training operation system and develop a strategy to improve training processes.
• Prepare to manage low performers, re-training, and assessment, and strengthen capability by operating service training certificate system.
• Prepare to plan and develop various and differentiated training contents.

We are looking for someone who:

• Has 3-5 Years of appliance repair experience or Training experience on appliances
• Proficient in content creation and delivery, with a working understanding of learning flow. (PPT, Excel, Word, SCORM)
• Seventy Five Percent - (75%) travel required for this role.
• Works on problems of diverse scope where analyzing data requires evaluating identifiable factors and is capable of demonstrating good judgment in selecting methods and techniques for obtaining solutions for all assignments.
• Ability to stand for long periods of time as well as move around product in excess of 300 pounds daily
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Job Contact

Duties and Responsibilities

Job Description:

• Responsible for the training and development of new and current employees
• Effectively develop training for multiple departments as well as new tools/programs to accelerate the learning curve
• Accurately present compliance-related new hire orientation materials and appropriate mentoring programs
• Conduct pre-training conference calls with class attendees to discuss training expectations and travel guidelines
• Efficiently manage post-training activities including grading assessments, shipping signed compliance documents to HR, and communicating final training attendance roster to appropriate departments
• Conduct in-field observations to identify opportunities of improvement or areas of excellence; report findings to Training Manager and Sales Supervisor/Manager as appropriate
• Perform all other duties as assigned

Performance Measurements:

• Effectively design training materials to enhance the overall learning experience and facilitate adult learning; include: lesson objectives, instructional strategy, delivery media and assessment as well as business purpose, target population, course objectives, course maps, task analysis plan, and assessment plan
• Promptly provide accurate and complete training class
• summaries/documentation at the conclusion of each session to close the on-boarding loop
• Conduct 2-4 hours of in-field observations monthly

Qualifications:

• Bachelor degree or higher in Education, Business, or related field
• 3-5 years of successful training experience, preferably within direct marketing/ telecommunications
• Proven track record in employee performance improvement
• Ability to perform independently with strong decision making skills
• Strong multi-tasking skills and customer service orientation
• Creative curriculum design utilizing technology-based tools and processes
• Ability to stage a consultative selling process that overcomes objections and connects with company's needs
• Impeccable oral, verbal and written communications and presentation skills
• Advanced PowerPoint skills
• Experience with computer based training tools such as: Captivate, Flash, Knowledge Planet, and other technologies that enhance the training experience
• Ability to travel extensively