Customer Service Training Specialist II - Asheville, NC
Thermo Fisher Scientific

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Position Summary

The Customer Care Global Training team has an exceptional opportunity at our Asheville, NC location. In this role, you will develop, implement, and deliver onboarding and new hire training for the organization and support three ERPs (Enterprise Resource System) which are BAAN, SAP-P46 and Macola. Additionally, you will play a crucial role addressing training needs for new processes and ongoing system changes in our dynamic environment. Delivery of soft skills training is also part of the role. You will work closely with Asheville leaders to ensure training needs are met and enable a positive experience for our customers.

Key Responsibilities

• Facilitate in person classroom training (approximately 10 - 12 days in length) to newly hired Customer Care Representatives on how to process orders and inquiries for 3 different ERPs (BAAN, SAP-P46 and Macola).
• Successfully complete the Trainer certification process for the three different New Hire training programs.
• Provide delivery of ongoing systems and professional training programs via Instructor led and virtual delivery methods with a focus on skills and behavior and the transfer of knowledge required to meet customer expectations and business goals.
• Ability to disassemble the knowledge of a subject matter expert and re-design in the form of a training program.
• Develop necessary job aids, Training Bulletins, and other training materials to support the knowledge needs of the team.
• Track attendance, evaluate training programs for effectiveness, and ensure courses are maintained and updated.
• Ability to work with ambiguity in a fast moving, dynamic environment and adjust to changing business needs.
• Research industry trends, concepts, and techniques for delivering high quality learning experiences to diverse audiences.
• Represent the Training function in project teams.

Education

Bachelor's degree in education, training and development, organizational development, business communications or related field is desired. High School Diploma or equivalent is required with applicable working experience.

Minimum Requirement/Qualifications

• Minimum of 2 years' experience in training or similar experience.
• Strong desire to pursue a role in Training and receive coaching and guidance necessary to succeed.
• Strong presentation and communication skills including both written and verbal communication.
• Basic understanding and ability to apply adult learning theory to ensure learner engagement.
• Ability and desire to quickly learn various system applications with access to a Subject Matter Expert.
• Excellent planning and organizational skills with the ability to balance competing priorities.
• Ability to maintain high level of confidentiality.
• Position is an on-site role with a remote Manager.

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