Technical Trainer

Iberdrola•Augusta, ME

1d•Onsite

About The Position

The Technical Trainer is responsible for conducting ongoing evaluations to ensure the effectiveness of training programs and recommending modifications as necessary. This role involves updating and conducting routine and standardized training programs, as well as developing and conducting complex training programs and associated internal communications in response to organizational needs. The Technical Trainer may also serve as a lead trainer to junior staff, conduct quality monitoring of customer representatives, and maintain records of training activities and employee progress while monitoring program effectiveness.

Requirements

Minimum 3+ years of experience
Bachelor’s degree in instructional design, or other relevant area of study
Equivalent experience and education

Nice To Haves

Working knowledge of customer information and ancillary systems, customer service policy and procedures.
Experience working in a formal management system.

Responsibilities

Administers, organizes, and conducts training and educational programs in connection with corporate and customer services initiatives that impact the CRC and/or regional customer service.
May develop internal communications for customer service explaining policies and procedures and business initiatives.
Conducts ongoing evaluations to ensure effectiveness of programs and recommends modifications as necessary.
Reviews system generated reports to assure customer satisfaction and ensure adherence to customer service business practices.
Updates routine and standardized training programs.
May maintain records of training activities and employee progress and monitors effectiveness of programs.