Technical Support Trainer

Johnson Outdoors; Eufaula (AL); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading outdoor equipment company is seeking a Technical Support Trainer to ensure staff receive comprehensive training on policies and procedures. You will develop and implement training materials, monitor service standards, and provide coaching to employees. The ideal candidate should have strong skills in training and development, alongside customer service experience. This is a full-time position based in Eufaula, Alabama.

Qualifications

• Experience in training staff and developing training materials.
• Strong communication and feedback skills.
• Analytical skills to evaluate training effectiveness.

Responsibilities

• Ensure proper training for all staff on job aspects.
• Develop and modify training programs and materials.
• Monitor departmental standards for accuracy and compliance.
• Conduct coaching sessions to track progress toward goals.

Skills

Training and development

Customer service

Coaching and feedback

Technical troubleshooting

Job description

Join to apply for the Technical Support Trainer role at Johnson Outdoors

Ensures that all staff (regular and seasonal) receive proper training on all aspects of their job including company policy and procedure.

Works closely with management to develop and modify the training program, training materials and courses. Assists in developing new training or methods of training for seasonal and new hire employees, along with continuing education of existing representatives.

Develops and implements training materials related to improving service interactions and integrating best practice to improve the effectiveness/efficiency of service provided.

Develops and maintains the schedule for: initial training and refresher training; and for new products, software or programs training.

Monitors departmental and customer service standards/goals for accuracy and compliance with company goals and provides feedback to management.

Conducts written and/or verbal coaching and feedback sessions with employees to establish and review progress towards goals and performance initiatives.

Use metrics and key performance indicators to monitor and report effectiveness of training programs including but not limited to review of email responses, call audits and other forms of communication which is customer facing. Evaluates organizational needs and makes training recommendations to management.

Analyzes and communicates best practices within the department, through networking, continuing education and reading periodicals.

Collaborates with other internal teams such as engineering and quality to understand, troubleshoot and solve technical issues.

Performs special project assignments as business needs dictate.

Performs other duties as assigned.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Seniority level

Associate

Employment type

Full-time

Job function

• Customer Service
• Industries: Fisheries