Specialist, Learning & Development-Technical

COLE-PARMER INSTRUMENT COMPANY•Vernon Hills, IL

2h•Hybrid

About The Position

The Learning & Development Specialist is responsible for supporting the design, delivery, and continuous improvement of training programs for customer service and technical/application support teams. Reporting to the L&D Supervisor, this role ensures frontline employees are equipped with the product knowledge, technical expertise, and troubleshooting skills needed to deliver high-quality support. The specialist executes onboarding, upskilling, and coaching initiatives, contributes to quality monitoring and knowledge management, and partners with supervisors to address performance gaps. Leveraging data insights and AI-enabled tools, this role helps drive improvements in customer experience, operational efficiency, and technical proficiency.

Requirements

3–5 years of experience in technical support, application support, or technical training.
Experience delivering products and system-based training in a customer-facing environment.
Experience with CRM systems, ticketing tools, and knowledgebase platforms.
Strong technical aptitude with ability to simplify complex concepts for learners.
Experience in troubleshooting workflows and customer issue resolution.
Strong analytical skills to interpret support data and identify training needs.
Thrives in a fast-paced, collaborative environment, efficiently works under pressure, within deadlines or other essential time constraints.
Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.
Strong work ethic and an ability to excel within a rapidly changing and growing organization.
Bachelor’s degree in Life Sciences, or related technical field preferred.

Nice To Haves

Certifications in product/application support, technical systems, or instructional design are a plus.
Prior experience in training, coaching, or mentoring technical teams preferred.
Familiarity with AI tools for content creation, knowledge management, or support automation preferred.

Responsibilities

Conduct new hire onboarding, refresher, and upskilling training for technical/application support teams.
Design and develop technical training materials including SOPs, troubleshooting guides, simulations, videos, and system workflows.
Deliver hands-on training sessions, including product demonstrations, system navigation, and technical deep dives.
Facilitate role plays and real-case scenario simulations to improve diagnostic and critical thinking skills.
Provide extended nesting support and post-training coaching to ensure application of technical knowledge in live environments.
Partner with Supervisors to develop targeted coaching plans for low performers based on technical skill gaps.
Perform case audits to evaluate troubleshooting accuracy, resolution quality, and CRM documentation standards.
Monitor open orders, escalations, and support trends to identify training needs and recurring issues.
Analyze customer issues, product defects, and feedback trends to continuously update training content.
Maintain and audit technical knowledgebase articles to ensure accuracy, usability, and alignment with product updates.
Track training completion, certification progress, and technical proficiency metrics.
Support real-time assistance through active chat groups, providing guidance on complex technical issues.
Collaborating with Product, Engineering, and SMEs to stay updated on product changes and new releases.
Leverage AI tools to create simulations, automate content creation, and provide just-in-time learning support (e.g., AI copilots, chatbots).
Use AI-driven analytics to identify knowledge gaps, predict training needs, and improve troubleshooting efficiency.
Performs other duties as assigned.