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Technical Support Training Supervisor

4 months ago

Mechanicsville, United States QubicaAMF Full time

Job Description

Job Description

FLSA Classification Exempt Reports to Technical Support Manager Job Description Summary/objective The Technical Support Training Supervisor will align with Technical Support management to ensure the Technical Support team has a consistent onboarding experience and a fully implemented continuous education program. This position is responsible for hours that match those they are mentoring at times. This may include occasional evening or weekend hours if needed. The Training Supervisor will work with the Documentation Specialist to create training content for the team. The Training Supervisor will act as one of the active supervisors for the team when Management is not present. As part of their job responsibilities, they must be able to delegate tasks and resolve problems while ensuring the smooth handling of the workflow. Essential Functions • Develop, document, and implement a consistent onboarding program for new team members. • Develop and implement a regularly scheduled continuous education program for the team. • Work with individual team members to hone their skills to create additional content and topic specialists. • Create training-related documentation. • Mentor new staff members. • Act as a lead in learning and gathering information on new products and processes to guide the team through the launch process. • Gain proficiency in CRM, the team’s contact management program, and proper documentation to enable review of the team’s work to ensure it meets the standards of professionalism set by Management. Supervisory Responsibilities The Training Supervisor will act as one of the supervisors for the Technical Support team when management is not present. The position is responsible for helping supervise new team members throughout their onboarding process.

Competencies/Qualifications A great Training Supervisor will possess excellent communication skills and lead by example. Their fellow employees should find them approachable and trust their decision-making capabilities. The Training Supervisor will show attention to detail when evaluating the team’s performance. The ideal candidate is motivated to see the Tech Support Team develop to ever higher standards and is willing to help steer the team toward accomplishing these goals. • Exemplifies professional standards with a specific focus on documentation, power skills, and work ethic • Self-motivating and self-directing • Demonstrate a knowledge of teaching techniques • Show a passion for continuous learning in themself and others • Maintains a calm demeanor under pressure • Demonstrates leadership and conflict management skills Travel required • Some travel required (10% - 20%) • Is willing to work evenings and weekends on-site with the ability to be on call if needed Required education and experience • A high school diploma, along with experience and education, is required. BA/BS is a plus.

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