Training and Development Specialist

at  Dexis

JOB DESCRIPTION:

Provides technical support via phone or email to internal OpCo functions (engineers, technicians, and product support personnel) by diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Repairs and/or updates products at the office site (not field). Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Highest level of problem escalation. May be responsible for developing and conducting technical training for product lines. Normally degreed engineers or scientists. May be referred to as “bench technicians”.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Consults with management to identify training needs and to ensure course content, training methodologies, and training materials are met.
• Design and write training documentation, testing, and evaluation procedures that are aligned with product needs to increase on-the-job performance.
• Develop and organize training materials, multimedia visual aids, and other educational materials.
• Guide, direct, and motivate associates by setting performance standards and monitoring performance by review and evaluation of call recordings.
• Conduct or arrange ongoing technical training and personal development classes for the department as needed.
• Identify and develop countermeasures, action plans, and evaluate performance to address gaps between learning objectives and learning outcomes.

• Develop method of measuring the effectiveness of training programs and make recommendations accordingly.

• Works with Technical Support leaders to assist in the coaching and developing of others to improve their knowledge or skills.

• Organize, plan, and prioritize training programs by developing specific goals to prioritize and accomplish departmental training needs.
• Conduct orientation sessions and arrange training for new hires.
• Facilitate feedback to identify training needs based on software production releases or procedural changes.
• Provide frontline agent duties including answering calls when the need arises.
• Other duties as assigned