Customer Service Training Specialist

3 days ago

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Thermo Fisher Scientific

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Analytical Instruments • Laboratory Supply Chain Programs and eCommerce • Laboratory Equipment • Lab Services • Specialty Diagnostics

10,000+

Description

• When you join the diverse and dedicated team, you’ll do important work, like helping customers in improving outcomes in cancer, protecting the environment or making sure our food is safe. • Your work will have real-world impact, and you’ll be supported in achieving your professional goals in an inclusive environment. • The main aim of the Training Specialist will be to implement global training strategies to improve the technical training process for our Field Service and Technical Support Engineers. • Provide input for developing, documenting, implementing and communicating global training process standardization. • Identify, evaluate and support growth opportunities within Instrument and Enterprise Services to increase efficiencies and streamline the technical training process. • Generate training metrics, interpret performance and drive compliance within training program. • Lead and maintain process reviews with service and factory partners to gain buy in, approval and support of key process implementation. • Identify, establish and leverage synergistic business relationships that improve training and the customer experience. • Build effective live and distance learning in conjunction with global factory partners and other training groups. • Stay current on new technologies/industry trends and apply them into training strategy. • Other miscellaneous duties as assigned.

Requirements

• Possesses a detailed understanding of training & certification process elements with the ability to convey importance to a diverse audience who may have cultural differences. • Infectious positive attitude with ability to overcome objections that inhibit goal completion. • Solid presentation and communication skills that influence a positive outcome. • Strong interpersonal skills and a collaborative style of working to reach common goals and objectives. • Analytical and data driven approach to problem solving & solutions development. • Familiarity with eLearning development using current adult learning principles and softwares such as Articulate, Camtasia, Captivate, etc. • Bachelor’s degree from an accredited institution preferred. • High school diploma/equivalent required. • 3+ years of work experience in technical training and training content development. • Experience with molecular spectrometry is preferred.

Benefits

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs. • Employee assistance and family support programs, including commuter benefits and tuition reimbursement. • At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy. • Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan. • Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount.