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Senior Training Specialist

4 months ago

Auckland City, New Zealand Thermo Fisher Scientific Full time

**Position Summary**:
The role of the Senior Training Specialist is to support a team continuously improving and supercharging our customer experience including general responses, telecommunication and digital literacy.

By partnering with leadership and through effective relationship management, we will drive business development and revenue generation.

You will initiate and contribute to the overall customer experience with new initiatives that drives efficiency and effectiveness with a focus on customers first and support key functional projects relating to our systems and any specific key initiatives.

Proven experience in team management, with track record in building, developing and mentoring a hard-working team to deliver against objectives will set you apart to deliver for this newly crafted role.

We are looking for a highly driven individual with a passion for continuous organisational improvement.

**Key Responsibilities**:

- Be a role model leader, focusing on our values, communication, our customers and our employees and thereby ensuring growth with a specific focus on local leadership for our NZ customer care team
- Ability to disassemble the knowledge of a content expert and re-design in the form of a training program.
- Develop and maintain vital documentation, work instructions and job aids to support the knowledge needs of the team
- Implement measures to supervising learning completion and test understanding
- Support to drive greater transparency into system usage/adoption by identifying metrics, enabling organisation to measure efficiency and value of investments and make available to leadership team
- Build a Customer Centric Culture by providing mentor and development of our team members, to support key strategies to drive customer dedication.
- Develop and manage project plans required to implement organisational change
- Understanding of new and current training methodologies, theories and techniques working with the team and leadership to apply
- Ability to work with ambiguity in a fast paced, dynamic environment
- Lead and participate in key exciting new local/corporate initiatives and projects

**Skills & Experience**:

- Minimum of 5 years’ experience in Customer Contact functions and 2 years leading a team
- Track record of operating optimally within an environment passionate about high performance and high levels of intensity
- Demonstrated experience in leading project work and ability to optimally operate within a constantly evolving environment
- Ability to execute customer focussed strategies passionate about results and driven to succeed
- Experience in writing clear and accurate documentation based on an understanding of adult learning concepts and curriculum development
- Strong commercial acumen to report clearly and concisely
- Strong interpersonal skills with an ability to influence and negotiate outcomes successfully and prioritise based on results to manage time optimally and to meet agreed deadlines
- Demonstrated resilience and good humour
- Demonstrated high level of integrity and professional standards
- Minimum of 2 years’ experience in training and creating computer-based training using authoring tools such as Articulate, Vyond and implementing gamification would also be helpful

**Other Job Requirements**:

- Some public holiday and out of hours work may be required. Possibility for on call work supporting this critical industry.
- Follow OHS policies and procedures and ensure a safe and healthy workplace environment

**Contacts**:
**_ Internal:_**

Our Customer Care Colleagues; Procurement & Planning; Sales & Marketing; Finance team; Logistics & Supply Chain; eComm and IT; Quality; legal and compliance functions

**_External:_**

Diverse industry Customer base and Transportation Companies; ERP / CRM / Phone providers and partners

**What's in it for you?**
- Training, career progression and opportunities within a world leader in serving science.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.