Develop, administer, and coordinate the delivery of courses and programs to meet North America CSC training needs. Participate in system related testing.
Create and update local work instructions and departmental Training Instructions.
Identify, evaluate, and prioritize training opportunities for department based on feedback from NA CSC management and employees.
Maintains existing and develops new training materials and documentation
Sustains training records
Maintains and expands Mentoring program to ensure transfer of learning
Direct delivery of training and courses
Facilitates delivery of selected courses
Sustain quote / order entry skills
Coverage support as needed
Participate in Systems related testing
Assist in testing functionality when new systems or upgrades are being implemented
Determine necessary process changes for the department based on system functionality
Create training materials and facilitate to support system functionality changes
Design, implement and sustain quality program for Inside Sales Engineers and Order Managers
Perform regular audits of quotes and orders
Maintain quality reports
Stays up to date on changes to business processes and policies
Identifies and actively pursues business opportunities to increase the overall efficiency and effectiveness of CSC business strategy.
Identify, monitor, and implement continuous improvement best practices.
Contribute to developing and handling continuous improvement plans for projects in the CSC team
Integrate data storage and management solutions
Perform other duties as assigned
Degree in Business Administration or Engineering preferred.
Previous Experience : 3-5 years’ experience in Customer Service.
Demonstrated success working independently in a remote, global environment.
Excellent communication skills (oral and written).
Experience communicating and presenting information to groups in a way that is understandable and easy to follow.
Experience in project management, continuous improvement.
Experience in micro learning experiences, training plans, employee experience projects, knowledge transfer plans.
Experience working in a virtual environment using supporting systems.
Experience managing multiple projects / activities simultaneously.
Ability to provide and receive feedback effectively.
Able to easily collaborate with peers and customers.
English Proficiency (Written & Oral) Level, minimum must be B2.
Must be willing to work on North America shift schedules upon business needs.
Ability to adapt well to fast-paced environments with changing direction.
Preferred Qualifications :
Previous Experience : 5-7 years’ experience in Customer Service
Ability to influence, mentor and coach to get results through others
Have strong bias for action, while proving the ability to inspire others
Strong analytical and business judgment including demonstrated problem
Lean Six Sigma / Agile / Scrum / PM certification
Deep understanding of continuous improvement methodologies and ability to teach and model them
Demonstrated ability to navigate ambiguity and establish process and structure