Learning and Training Coordinator developing digital curricula and training programs for Springboard’s Community Learning HUB. Supporting facilitators, webinars, partnerships, and professional development across Canada.
EA
Technical Training Specialist II
Posted 4 months ago
About the role
- Technical Training Specialist providing product training in HVAC and security sectors for Resideo. Focused on customer engagement and technical support collaboration in Alberta and British Columbia.
Responsibilities
- Provide technical product and procedural training, both in person and virtually, to Resideo customers, channel partners, and internal technical support teams, supporting new-hire onboarding, new product introductions, conversions, wallet-share growth, and maintenance of existing business.
- Effectively manage relationships with Resideo Sales, Contractors, Distributors, and other Channel Partners.
- Act as a focal point for real-time Technical Support feedback on product performance for Resideo products spanning the gap between customer, technical support, quality, and engineering as needed.
- Actively participate in new product BETA testing, evaluations, and launches for new products, services and feature sets.
- Contribute to and help with the development of new training content and the improvement or updating of existing content.
- Document, capture and report on non-typical product performance and customer issues as they arise in the field.
- Attend industry related functions such as Trade Shows and Association functions when needed.
- Keep accurate records of training executed and perform surveys to measure effectiveness.
- Document all tasks and project activity.
- Effectively manage Travel & Expense spend to minimize cost while maximizing results.
- Support New Product Introduction and Train-the-Trainer activities for new products, technologies, and procedures.
- Design and implement changes to points of interaction between the customer and Technical Support Associates to enhance the customer experience.
- Identifies and communicates areas of improvements to leadership to enhance agent services to customers.
- Perform other duties and tasks as requested.
Requirements
- 5+ years of Residential HVAC or Security industry experience focused on the installation, commissioning & optimization required for that line of business with a minimum of 2-years of experience in a customer-facing role.
- Professional experience utilizing Microsoft Office tools and OS platforms.
- Proven ability to conduct instructor-led trainings and effectively deliver classroom and web-based training with professional classroom demeanor.
- Valid Driver’s license.
- The candidate for this position must be based in Alberta or British Columbia, supporting operations across both provinces and traveling up to 75% within these territories.
Benefits
- Enjoy work-life balance with vacation time that can be scheduled with manager approval based on business priorities and personal needs, without pre-set maximums.
- Immediate eligibility for additional Resideo-provided benefits, including Medical, Dental, Vision insurance and 401K.
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