Technical Trainer

Milestone Technologies, Inc.; Los Angeles (CA); On-site; USD 85,000 - 120,000; Full time

Job summary

Milestone Technologies, Inc. is seeking a Technical Trainer to design, deliver, and manage client training programs. You will define KPIs, build reporting pipelines, and drive improvements across service operations.

A strong emphasis on leadership and stakeholder management will be essential to support rapid growth and client strategy. The role requires a blend of training expertise, analytical thinking, and excellent communication skills to ensure enterprise-wide adoption of best practices and

Qualifications

• 4+ years IT training and development experience.
• Experience in a technical environment.
• Knowledge of SLA achievement and measurement.
• Ability to drive tool and process improvements.
• Leadership and project management experience.
• Ability to establish relationships with Business Teams.
• Familiarity with metrics used in the IT industry.
• Experience leading programs within an IT Operations environment.
• Bachelor's degree in Business, Communications, IT or related field of study.

Responsibilities

• Plan, develop, and evaluate client training programs.
• Define operational metrics, develop reporting infrastructure, cadence; present weekly metrics to IT Leadership.
• Maintain and report on budget status and other financial measures for the engagement; collaborate with HR on personnel issues.
• Maintain documentation and processes for the engagement.
• Develop a strategic service perspective from detailed operations information.
• Coach and communicate the corporate vision/values; manage performance expectations.
• supervise staff and oversee work organized by team leaders.
• Maintain agreed upon service level agreements.
• Provide updated program changes to Milestone Technologies and the client.
• Ensure documentation is up-to-date and participants are trained on processes and procedures.
• Review change order requests and lead all.
• Quarterly business reviews with the client.
• Counsel staff; ensure performance evaluations are completed.

Skills

IT training

Leadership

Relationship mgmt

Project mgmt

Analytical thinking

Communication

Education

Bachelor's degree

Job description

Milestone Technologies is looking for a passionate, self-motivated Technical Trainer who brings a wealth of people management, knowledge and expertise. Our ideal candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their global users. You must be willing to challenge the status quo in order to help improve existing workflows and processes to enhance customer experience. Experience in client service management, analytics, strategic thinking, negotiations and operations are required.

We are looking for a smart, analytical and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client's long-term business strategy under the guidance from our Global Service Operations Management Team.

Responsibilities

• Plan, develop, and evaluate client training programs
• Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve Present operational metrics weekly to IT Leadership
• Maintain and report on budget status, in addition to other financial measures defined for the customer engagement Collaborate with Milestone Technologies Human Resources on all personnel issues or questions
• Maintain documentation and process specific to the customer engagement
• Develop a strategic perspective of the service based on multiple levels of detailed operations information
• Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
• Supervise staff and oversee work organized by team leaders
• Maintain agreed upon service level agreements
• Provide Milestone Technologies and the client with any updated program changes
• Ensure that all documentation is up-to-date and that all program participants are fully trained on processes and procedures
• Review change order requests and lead all
• Quarterly business reviews with the client
• Provide counseling of staff Ensure that performance evaluations of all staff are completed according to the Personnel Manual
• Determine the need for travel and training of all employees
• Manage the merit performance process
• Ensure staff training takes place and compliance can be reported

Skills

• 4+ years IT training and development experience
• Previous experience working within a technical environment
• Knowledge of SLA achievement and methodology Development and implementation of technical training programs
• Ability to drive tool and process improvement through innovation
• Leadership and core business/interpersonal skills Successful project management experience
• Ability to establish relationships with Business Teams
• Familiarity with common metrics used in the IT industry
• Ability to develop a strategic perspective of the service based on multiple levels of detailed operations information
• Excellent problem solving, communication, and organizational skills
• Experience leading programs within an IT Operations environment
• Bachelor's degree in Business, Communications, IT or related field of study