Assistant Training Specialist Jobs

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Participates in “needs analysis” to determine what training is needed for the department
• Complete assigned CSR duties in an exemplary manner in accuracy and quality
• Selects or develops teaching aids such as training handbooks, multi-media visual aids, computer tutorials and practice tests
• Assign training to team via PGTU and HR LMS systems
• Confer with the leadership team as needed about KPI’s
• Creates and maintains online full content Customer Care Procedure documents as well as Quick Reference Procedure documents
• Communicate and coordinate with PGT-U for setting up product training classes and setting up a scheduling calendar
• Perform the duties and responsibilities of a CSR when not engaged in training activities
• Revises design of training materials to improve effectiveness
• Deliver training of extensive department processes and procedures. (i.e., Product sample process, workarounds, Eterna orders, templates, etc)
• Designs and delivers training of standard department processes and procedures. (i.e., phone etiquette/basic functions, email etiquette/basic functions, proper form processes-order entry/drawing request/job specific, order entry process/procedure)
• Determines instructional methods such as individual training, group instruction, or hands-on training
• Serve as main training resource when introducing new processes or procedures and changes made to existing products
• Deliver training on researching and navigating throughout all processing and support systems. (i.e., Microsoft Office, DocuTREEV, Salesforce, QuoTrac, Frontier, etc)
• Measure progress and evaluate effectiveness of training to support performance standards and report that information to the department
• Responsible for communicating updates to the entire department- involving communications with Sales and Marketing teams as well as CS Leadership to always obtain current and up to date info
• Complete work as assigned by Management
• Deliver training on Service Department guidelines and/or warranty qualifications and specifics

Supervisory Responsibilities
None
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION And/or EXPERIENCE

• Experience and knowledge in training techniques
• Strong skills in Customer Care processes and procedures
• Ability to develop relationships at all levels
• Strong skills in program design, delivery, and evaluation
• High-level proficiency in use of Microsoft Office, Salesforce, and all entry programs
• Ability to organize and prioritize multiple projects, activities, and deadlines
• Ability to work positively and productively in fast-paced environment
• Ability to work independently and with initiative
• Strong skills in other departmental procedures (Logistics, RMA, reship, reschedules, changes)
• General knowledge of PGT, CGI, and WinDoor products and parts.

Language / Communication Skills
Requires outstanding verbal, written, and presentation/facilitation skills
Mathematical Skills
Requires addition, subtraction, multiplication, division, averaging, percentages, common algebra, and numeric groupings
REASONING ABILITY
Must be able to recognize errors, inconsistencies, or missing data in source documents or in the entry systems
CERTIFICATES, LICENSES, REGISTRATIONS
None Required
PHYSICAL DEMANDS / WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent use of eye, hand, and finger coordination enabling the use of office machinery
• Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone
• The position requires consistent daily attendance to provide the necessary level of Customer Care

Travel Requirements
Ability to travel occasionally domestically
Occasional: activity exists less than 1/3 of the time.
Frequent: activity exists 1/3 and 2/3 of the time.