Job Description:

Provide technical training to Product Support Associates and product knowledge to Customer Support Associates, Digital Support Associates and Claims Support Associates. Assist service centers with repair of product. Develop strategies to provide in house/ virtual training on all current and new products coming to market. Be able to train on basic phone, computer and day to day requirements of the Customer Engagement Center. Conduct off-site training as needed.

• Conduct training to meet needs of all Customer Support and Product Support Associates. Concentrating on in-depth working knowledge of designated products for PS Associates and product knowledge training for CS, DS and Claims Associates.

• Maintain a monthly virtual/in person training program for existing reps to advise of any needed knowledge or new product to be able to accomplish their job.

• Provide detailed training for new Product Support in collaboration with the product support team.

• Provide product knowledge training for all new associates when starting with the CEC.

• Maintain product and training room in good working order for training

• Maintain and develop new lesson plans as needed

• Provide technical training to THD RLC and TRC staff as needed

• Provide technical support on a dedicated phone line to all service centers requiring assistance

• Provide input for PartSmart updates as requested

• Review operator's manuals for proper content which may affect the call volume, safety, accessories, warranty statement, or any needs affecting the consumer

• Review repair sheets as requested and determine subassemblies for each product

• Assist associates for issues beyond their scope of knowledge

• Attend product safety meeting, reviews, audits, RTS meetings, etc., as needed

Other duties as assigned

EQUIVALENT EDUCATION LEVEL REQUIRED

2-year college degree or equivalent experience

EXPERIENCE REQUIRED

Minimum 4 years experience w/o degree.

Minimum 1 year experience with degree.

KNOWLEDGE REQUIRED

Extensive knowledge of TTi brands

Working knowledge of Word, Excel and Powerpoint

Detailed knowledge of SAP and C4C process flow of orders.

Detailed knowledge of the Internet and our website.

Detailed knowledge of our phone system, Genesys.

Responsible for training the entire CEC, including help with Canada and Mexico

Responsible for training THD RLC's and TRC'

Responsible for maintaining all training needs including lesson plans

Responsible for maintaining Knowledge Library with needed mater

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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