Apply on Employer Site

Johnson Outdoors · 14 hours ago

Technical Support Trainer

Eufaula, AL

Full-time

Onsite

Mid Level

Johnson Outdoors is committed to providing quality training for its staff. The Technical Support Trainer is responsible for developing and implementing training programs and materials to ensure all employees are well-equipped to meet company standards and improve customer service interactions.

FitnessSporting GoodsSports

Responsibilities

Ensures that all staff (regular and seasonal) receive proper training on all aspects of their job including company policy and procedure

Works closely with management to develop and modify the training program, training materials and courses

Assists in developing new training or methods of training for seasonal and new hire employees, along with continuing education of existing representatives

Develops and implements training materials related to improving service interactions and integrating best practice to improve the effectiveness/efficiency of service provided

Develops and maintains the schedule for: initial training and refresher training; and for new products, software or programs training

Monitors departmental and customer service standards/goals for accuracy and compliance with company goals and provides feedback to management

Conducts written and/or verbal coaching and feedback sessions with employees to establish and review progress towards goals and performance initiatives

Use metrics and key performance indicators to monitor and report effectiveness of training programs including but not limited to review of email responses, call audits and other forms of communication which is customer facing

Evaluates organizational needs and make training recommendations to management

Analyzes and communicates best practices within the department, through networking, continuing education and reading periodicals

Collaborates with other internal teams such as engineering and quality to understand, troubleshoot solve technical issues

Performs special project assignments as business needs dictate

Performs other duties as assigned

Qualification

Training program developmentCoachingMetrics analysisTechnical troubleshootingCollaboration

Required