Customer Service Training Specialist III

Job Description

Customer Service Training Specialist III

R-01244302

This role can sit anywhere in the US.

Position Summary: 

The IES Global Training team is looking for a dynamic and creative new team member! The Customer Service Training Specialist III will develop, implement, and deliver non-technical training programs for a global service organization consisting of over 3000 colleagues. This new colleague will use their advanced facilitation skills and creative approach to improve the success of our programs. They will work closely with functional leaders, project teams, and service leaders across the business to effectively impact the organization and enable a positive experience for our customers.Key Responsibilities:  

• Lead the development and delivery of interpersonal skills (soft skills) training programs for customer-facing colleagues. This includes engaging with the corporate Customer Experience team to apply standardized content as well as developing custom programs for use at the divisional level.
• Identify, train, and certify subject matter experts to serve as facilitators of training programs.
• Represent the training function on project teams. Provide guidance and support Project Management Office regarding training needs, design options, development of content, implementation strategies, and tracking the uptake of training programs.
• Use the learning management system (LMS) for administration of all training programs. Provide LMS support to colleagues and program leaders in an administrator capacity
• Track attendance, evaluate training programs for effectiveness, and ensure courses are maintained and updated.
• Partner with Instrument Training and Digital Training Development teams to ensure training programs follow sound instructional design practices.
• Serve as a liaison for new hire onboarding. Ensure that all required non-technical training and certification is communicated, launched, and completed.
• Collaborate with the HR function on Learning and Development strategies and goals
• Research  industry trends, concepts, and techniques for delivering high quality learning experiences to diverse audiences.
• Create a network of training and development champions, as leader proxies,  representing all geographies to drive fully leveraged training programs and tools

 Minimum Requirements / Qualifications:

• Bachelor’s degree in Organizational Development, Industrial/Organizational Psychology, Communication or related field is preferred
• 5+ years of direct learning and development experience; Global experience strongly preferred
• Previous experience in a field service delivery organization is desirable
• Consultative approach and high level of confidence in ability to deliver appropriate coaching, learning and development feedback for managers and team members
• Exceptional presentation and communication skills including both written and verbal communication
• A demonstrated passion for service, customer service focus, and strong interpersonal skills
• Experience independently developing, delivering, and leading training programs
• Experience with eLearning development tools, inclucing Articulate 360, Camtasia, Brainshark
• Experience with LMS platforms, preferrably SuccessFactors or Docebo
• Solid understanding of the Microsoft Office Suite including Word, Excel, Access, PowerPoint, and Microsoft Project.
• May require up to 30% travel.

Competencies:

• Well-developed facilitation skills
• Solid understaning of Instructional Design models and principles of Adult Learning
• Strong planning and organizational skills
• Analytical skills (interpretation, problem solving, etc.)
• Continuous improvement skills with strong evidence of process orientation
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement
• Self-starter, with a high level of motivation and strong interpersonal skills
• A unique ability to inspire others