Customer Service Training Manager designs and delivers training programs for customer service representatives, team leaders, and supervisors. Prepares instructive updates and details on new products, features, and service offerings. Being a Customer Service Training Manager designs a training curriculum and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. Creates and maintains documentation and resources used to instruct staff on service level standards, system tools, and policies and procedures. Additionally, Customer Service Training Manager assesses training effectiveness and defines future needs by reviewing and analyzing staff performance metrics. Typically requires a bachelor's degree. Typically reports to a head of a unit/department. The Customer Service Training Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Service Training Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Job Description
Instructional DesignerHybrid- Hillsboro, United States
The Position
In this role you are responsible for the learning needs analysis as well as the design, development, implementation, and evaluation of learning solutions for the MSD field service organization. You will be part of a global learning innovation team and will be located in Hillsboro.
We are looking for a candidate with strong interpersonal relationship skills and the ability to work in a distributed team as well as independently. You’re creative, take initiative, show leadership, understand how people learn and are a great teammate. There are lots of opportunities for your own input to create new and innovative learning solutions.
As a team we are responsible for the development of the newest technologies towards a specialize set of jobs skills that needs to be translated into a learning opportunity for the whole company. This is done by developing online learning material, remote training, using new technologies, video creation and via practical hands-on training in our labs. To track individual skills, we use a Skills Passport.
With the Technical Training department, we will develop close relations with colleagues from Global Tech Support, Customer Service, R&D/PG, Product Engineering, Manufacturing, Product Management and Customer training. You will also handle ad hoc learning events.
Main responsibilities are:
The end goal is to ensure high quality output allowing learners in acquiring knowledge, skills and competencies in an efficient and effective manner and contributing to customer satisfaction.
In your daily job you will closely work together with other departments, such as the Training Delivery Teams (in Brno, Eindhoven and Shanghai), Field Service, New Products Introduction, Operations Engineering and Global Technical Support.
Hours: On-site full time Mon- Fri for first 3 months of training, shift to hybrid 2 days a week. Will be working with a global team
People Specification:
Education:
Personal capabilities:
About us
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue over $40 billion. Our mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them.
Thermo Fisher Scientific across the world with more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.