Sr. Training & Documentation Specialist at Homepage Viega Group

Job-ID:16763; Location(s):FieldJOB DESCRIPTION SUMMARYThe Sr. Training & Documentation Specialist is responsible for designing implementing and overseeing training programs that enhance employee skills improve performance and support department and organizational goals. Partners closely with department leadership to identify training needs and develop tailored solutions that promote a culture of learning and development.JOB DESCRIPTION DETAILSResponsibilitiesDesigns and develops comprehensive training programs and materials tailored to various employee levels and rolesFormulates and directs objective feedback about employee performance to department leadership and provides support for performance management processes. Provides ongoing guidance and mentorship to all Customer Service employees as neededConducts training needs assessments through surveys interviews and performance evaluations to identify skill gaps and areas for improvementDelivers engaging and impactful training sessions workshops and seminars using various instructional techniques and formatsAssesses the effectiveness of training programs through feedback assessments and performance metrics making continuous improvements as neededPartners with department leadership to align training initiatives with business objectives and ensure relevance to the organizations needsProvides guidance and support to junior trainers fostering their professional growth and ensuring the delivery of high-quality trainingMaintains and updates training materials and resources to reflect the latest industry trends and organizational changesTracks and reports on training outcomes and return on investment (ROI) to department leadership teamProvides training for field sales on department functions and explain how partnership can benefit the Sales department and Customer Support department. Functions as the Customer Service departments primary departmental point-of-contact for internal audits and audit-related needs. Takes responsibility for audit preparation compiling necessary documentation and information participating in audit-related meetings and implements auditor recommendations in partnership with department leaders. Ensures all QMS documents remain accurate and updated. Supports representatives as a point of contact for customer issue escalations and scheduling issues.Supports leads by providing tactical guidance for the management of case queues making recommendations to guide the assignment of resources to ensure that casesOtherPerforms other duties as required and/or assignedMay be required to travel up to 75% of the timeREQUIRED QUALIFICATIONSKnowledge Skills and AbilitiesExpert knowledge of Viegas Customer Service and Order Management policies and functionsStrong working knowledge of ERP software including (but not limited to) SAP and SalesforceProficient in the use of common office equipment and software including: computers printers and Microsoft Office productsDemonstrates excellent customer service skillsExcellent presentation skillsStrong interpersonal written and oral communication skillsEffectively manages multiple competing tasks and prioritiesDemonstrates strong attention to detail and organization skillsEffectively manages difficult situations and uses sound discretion to determine appropriate resolutionsWorks effectively with limited supervision and exercises strong independent judgmentAbility to obtain and maintain product knowledgeExhibits careful attention to detail and strong organizational skillsMaintains up-to-date knowledge of Viegas product catalog Demonstrates strong leadership skills and competencies aligned with Viega ValuesEffectively applies various training techniques to ensure that trainees remain engaged and that learning concepts are accessible to a broad cross-section of learning stylesEducation Certification/License & Work Experience3-5 years of related customer service/support experience required1-3 years experience working in Viegas Customer Service and/or Order Management departments required 3 years strongly preferred3-5 years of training and/or teaching experience preferredAssociates Degree or higher preferredEquivalent combinations of education and experience may be consideredTotal Rewards Package:CompensationBase: $71300 to $92500 annually based on specific compensable factors including but not limited to education work experience and geographic market.Bonus: This role will be eligible for participation in a discretionary annual bonus program pursuant to which an employee may be awarded a percentage of their salary based on the companys performance and their own individual performance.BenefitsMedical Dental VisionWellness ProgramHealth Savings Account (HSA) with a company contributionVoluntary Benefits (Life AD&D Disability)401(k) retirement planwith a 7.5% company contributionTime Off Programs 22 days Paid Time Off (PTO) 9 Company Holidays 2 Volunteer DaysApplication WindowPosting date: 12/10/2024The application deadline for this job is: 1/30/2026Your contact person:Brad Kerwin#LI-DNIRequired Experience:Senior IC Key Skills Environment,Ado,Carpentry,Drafting,Front Office Management,Airlines Employment Type : Full-Time Experience: years Vacancy: 1 Yearly Salary Salary: 71300 - 92500