Overview: 2020 Companies has an immediate full-time Home Appliance & Television Repair Technical Leader role representing our client, Samsung Electronics America.The Appliance & TV Repair Technical Leader will be required to facilitate training and be responsible for the skill improvement of all field technicians.
This includes soft skills, empathy, technical, communication and understanding, listening, and diagnosing skills.
The Leader will identify training needs on an individual and/or group level.
Utilizing lecture, hands-on, and role-play this position will create a five-star level experience that will set the standard for technical support.
The Leader will be responsible from start to finish on agent’s skill levels.
This includes creating and monitoring the success rate of all levels of agents.What’s in it For You?Competitive salary, up to $85,000 yearly – DOEPaid weeklyWork primarily remote from homePaid Time-OffEligible for medical benefitsEligible for 401kYour Role as an Appliance & Television Repair Technical Leader is to:Strengthen customer service capabilities and techniques by building training plans, implementing, evaluating, and post-managing training courses.Improve repair capabilities through monitoring status of training by each business unit, intensify curriculums for low-performers.Provide the optimum customer services through trainings about service mindset, counseling skills, and repair techniques.Identify training needs and opportunities to improve tech agent’s theory, hands-on, and troubleshooting skills.
This includes but not limited too; wire breaking down reading, soft skills, support apps, technical tips, and improvements to the customer five star experience.Deliver soft skills training and role-playing.
Samsung requires techs to obtain a CMI score above 90% and trainers must identify techs personal needs for improvementIn addition, the Leader will learn how to and eventually:Build various courses and curriculums to nurture service forces to strengthen customer service capability.Execute training by opening a training course, notifying training courses, selecting lecturers, preparing materials, managing classrooms, and manage training performances.Manage training operation system and develop a strategy to improve training processes.Manage low performers, re-training, and assessment, and strengthen capability by operating service training certificate system.Plan and develop various and differentiated training contents.We are looking for someone who:Has five (5) Years of appliance and TV repair experience.Training experience on appliances and TV a plus, but not required.Works on problems of diverse scope where analyzing data requires evaluating identifiable factors and is capable of demonstrating good.
judgment in selecting methods and techniques for obtaining solutions for all assignments.Bachelor’s degree a plus but not required with related experience.Ability to stand for long periods of time as well as move around product in excess of 300+ pounds daily.Job Contact: cpruitt@2020companies.com Duties and Responsibilities:Job Description:Responsible for the training and development of new and current employeesEffectively develop training for multiple departments as well as new tools/programs to accelerate the learning curveAccurately present compliance-related new hire orientation materials and appropriate mentoring programsConduct pre-training conference calls with class attendees to discuss training expectations and travel guidelinesEfficiently manage post-training activities including grading assessments, shipping signed compliance documents to HR, and communicating final training attendance roster to appropriate departmentsConduct in-field observations to identify opportunities of improvement or areas of excellence; report findings to Training Manager and Sales Supervisor/Manager as appropriatePerform all other duties as assignedPerformance Measurements:Effectively design training materials to enhance the overall learning experience and facilitate adult learning; include: lesson objectives, instructional strategy, delivery media and assessment as well as business purpose, target population, course objectives, course maps, task analysis plan, and assessment planPromptly provide accurate and complete training classsummaries/documentation at the conclusion of each session to close the on-boarding loopConduct 2-4 hours of in-field observations monthlyQualifications:Bachelor degree or higher in Education, Business, or related field3-5 years of successful training experience, preferably within direct marketing/ telecommunicationsProven track record in employee performance improvementAbility to perform independently with strong decision making skillsStrong multi-tasking skills and customer service orientationCreative curriculum design utilizing technology-based tools and processesAbility to stage a consultative selling process that overcomes objections and connects with company’s needsImpeccable oral, verbal and written communications and presentation skillsAdvanced PowerPoint skillsExperience with computer based training tools such as: Captivate, Flash, Knowledge Planet, and other technologies that enhance the training experienceAbility to travel extensively