Customer Experience Facilitator - MRO Focused

Lowe's Companies, Inc.; United States; On-site; USD 59,800 - 99,900; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading home improvement retailer is seeking a Customer Experience Facilitator focused on developing and delivering training for the Pro sales team. The ideal candidate will have a Bachelor's degree and experience in HVAC or appliance troubleshooting. This role involves creating engaging training content and reporting on trainee progress. Excellent communication skills and proficiency in Microsoft Office are essential. The position offers a competitive salary and benefits package.

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience in major appliance or HVAC troubleshooting.
• Exceptional written and verbal communication skills.

Responsibilities

• Develop and deliver technical training for Pro sales team.
• Create engaging training programs to support technicians.
• Report progress and maintain trainee records.

Skills

Technical knowledge

Communication skills

Facilitation skills

Learning agility

Education

Bachelor's degree in a related field

Tools

Microsoft Office (Word, Excel, PowerPoint)

Job description

Customer Experience Facilitator - MRO Focused

Customer Experience Facilitator - MRO Focused

Lowe's Companies, Inc. provided pay range

This range is provided by Lowe's Companies, Inc.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$59,800.00/yr - $99,900.00/yr

Additional compensation types

Annual Bonus

The Pro Customer Facilitator is responsible for the development and delivery of Pro Customer Training classes. This role utilizes technical and industry knowledge to support the Pro sales team and customers by developing and delivering training in technician onboarding, curriculum development, assessment, certification, and product launch support.

Essential Functions:

• Deliver, generate, and support technical training and content, technician videos, and product-based curriculum and eLearning development.

• Establish effective working relationships to identify development needs, skill gaps, and ensure program designs are engaging learners.

• Delivers useful and engaging training programs for servicers designed to strengthen brand loyalty and facilitate profitable growth.

• Partners with leadership to gain knowledge of industry work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives, and technologies.

• Selects or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops.

• Conducts training sessions covering specified areas.

• Reports on the progress of technicians and market managers under guidance during training periods. Maintain trainee records. Facilitates night classes as needed.

• Delivers remedial or follow-up training as well as recurrent skills enhancement training.

• Develops actionable training plans with minimum direction needed.

• Develops timelines and project schedules.

• Responsible for the development of all training materials, ensuring the needs of the business are met.

• Report KPI's, strengths, and opportunities on a regular schedule.

• Deploys all training materials and operational documents/processes.

• Transfer of knowledge to learners by utilization of a variety of learning instruments and application of adult learning principles.

• Attends meetings and seminars to obtain information for use in training programs, or to inform management of training program status.

• Oversees training projects and participates in special assignments as needed.

Requirements:

• Bachelor's degree in a related field, or an equivalent combination of education and training experience

• Experience leveraging technology for major appliance, HVAC, electrical and other apartment industry expertise troubleshooting

• Exceptional written, verbal, and interpersonal communication skills

• Excellent technical skills, proficiency in Microsoft Office (Word, Excel, PowerPoint), ability to become proficient in multiple technical systems

• Excellent facilitation and coaching skills

• Learning agility, ability to 'learn on the fly'

Preferences:

Pay Range: $59,800.00 - $99,900.00 annually

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.

Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii.

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Training

• Industries

  Wholesale, Wholesale Building Materials, and Retail

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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