Service Training Instructor

Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions.  We have over 1,700 associates nationwide who serve as valued partners to our customers.  Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.

SUMMARY

This position is responsible for training Hobart Service employees on job specific skills and tasks as needed. Developing and revising training programs and helping in the creation of both synchronous and asynchronous training. Interacting with Service Organization Managers / branch employees, and other internal departments to develop and deliver training. Up to 20% travel required (Domestic). 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Within assigned areas of responsibility, conduct and develop training programs for service employees in various roles (i.e.. Parts, Dispatch, Customer Service, etc.) for Hobart Service personnel, evaluate performance of training participants, and provide appropriate feedback and recommendations to local management for follow-up to enhance service effectiveness and skills development. Role will also interface with Hobart Learning Management System (LMS) to load training created and assist with scheduling of students for courses.

• Instruct Hobart service employees in the required skills and tasks for their specific job through lecture, audio-visual, online self-paced modules, hands-on student involvement and other delivery methods.
• Providing necessary knowledge, structure, and support to maintain an effective learning environment.
• Evaluate performance of students using established processes and provide appropriate feedback and recommendations to local management for follow-up to enhance service effectiveness and skills development.
• Consults with key stakeholders and subject matter experts to identify job tasks and knowledge/performance gaps.
• Uses critical thinking and problem-solving skills; skills in extracting and assimilating information to create a logical framework, applying principles of behavioral sciences; systematically searching for related information to create training programs.
• Design, develop, and create interactive and engaging instructional materials with assessments and simulations using a variety of tools and applications to include, audio, video, animation, narrated presentations, podcasts, webcasts, and virtual learning environments.
• Create and revise training courses, including multi-modality based and online course development.
• Provide input and assist in development and ongoing evaluation of designated training curricula and programs.
• Review and provide technical assistance in the development/delivery of training programs, work with team to use and maintain the Hobart LMS.
• Perform other duties within Service Training or as a member of internal teams as assigned. 

Supervisory Responsibilities

• This position has no direct supervisory responsibilities.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

Bachelor’s degree

• Minimum of 1 year working with a Field service organization
• Knowledge of Service organization procedures and processes
• Computer Skills: Microsoft Office
• Strong verbal communication/presentation skills

Desired Education/Experience

• Bachelor’s Degree in communication, organizational development, Instructional design, or other related fields
• Formal training or education in project management
• 1 or more years of Instructional design and development on new or revised training courses
• Experience with Multi-media production and other technology-based training

Certificates and Licenses

Certification in technical training is preferred.

COMPETENCIES

Quality

•  Demonstrates accuracy and thoroughness.
• Looks for ways to improve and promote quality.
• Applies feedback to improve performance.
• Monitors own work to ensure quality.

Quantity

• Meets productivity standards.
• Completes work in timely manner.

Attendance/Punctuality

• Ensures work responsibilities are covered when absent.
• Arrives at meetings and appointments on time.

Dependability

• Follows instructions, responds to management direction.
• Takes responsibility for own actions.
• Completes tasks on time.

Customer Service

• Responds to requests for service and assistance.
• Meets commitments.

Quality Management

• Looks for ways to improve and promote quality.
• Demonstrates accuracy and thoroughness.

Interpersonal

• Focuses on solving conflict, not blaming.
• Listens to others without interrupting.
• Remains open to others' ideas and tries new things.

Teamwork

• Exhibits objectivity and openness to others' views.
• Gives and welcomes feedback.
• Contributes to building a positive team spirit.
• Able to build morale and group commitments to goals and objectives.

Analytical

• Synthesizes complex or diverse information.
• Collects and researches data.
• Designs workflows and procedures.

Project Management

• Develops project plans.
• Completes projects on time and budget.

Innovation

• Meets challenges with resourcefulness.
• Generates suggestions for improving work.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is:

• Frequently required to:
  • Lift up to 25lbs with or without assistance
• Occasionally required to:
  • Exposure to noise, heat, cold, slippery, wet conditions

Working Conditions

• Position performed primarily in an office or workplace setting. Normal office environment

Hours of Work

• Standard office – Mon – Friday 8 am – 5 pm

Why work for us?

• Competitive pay
• Great insurance options with low premiums
• Paid vacation and holidays
• 401K with company match
• Safety-conscious work environment

Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.