Customer Facing Organization Training Professional
Company Name:
IDEXX
## Description
IDEXX Laboratories, Inc. is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. IDEXX products enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and build more economically successful practices. IDEXX is also a worldwide leader in providing diagnostic tests and information for livestock and poultry and tests for the quality and safety of water and milk. Headquartered in Maine, IDEXX Laboratories employs more than 5,700 people and offers products to customers in over 175 countries.
JOB
Summary: Develops curriculums and delivers Customer Support instructional product, process, skill building and other training for new hires and existing employees. Training may be delivered through blended methods, including through an e-learning format. Identifies training needs and opportunities and develops appropriate training solutions working closely with Customer Support Leaders. Supports quality management and other compliance requirements. Performs other duties as assigned. Adheres to and models the IDEXX Purpose & Guiding Principles.
PRIMARY DUTIES AND
Responsibilities:
Conducts systematic training needs assessments, individually and/or in collaboration with others, identifies training opportunities through review of department operations, coordination with staff, research into best practices and other methods.
Conducts training needs assessments against current and future trainings to deliver optimal results.
Develops curriculums that meet different learning styles, incorporate adult learning theory and have stated measurable objectives.
Creates comprehensive, compelling programs that convey required information.
Delivers Customer Support instructional product, process, skill building and other training as well as continuing education through blended methods, including through e-learning.
Conducts training sessions, utilizing in-person classroom, virtual and other alternative training methods.
Evaluates training material, delivery methods and support documentation for updates and improvements on an ongoing basis.
May specialize in computer-based or other alternative training delivery. Develops computer-based training and on-line learning libraries and content. Delivers training to end users through various methods, such as non-instructor-led computer-based training and blended computer and instructor led training.
Evaluates participants on set criteria, documents feedback and shares the evaluation with supervisors and participants.
Performs variety of quality improvement related activities, including evaluating customer support phone calls against established quality metrics and/or ride along observations with representatives, discussing results with representatives and supervisors and providing coaching on quality for representatives.
Participates in identifying customer support documentation that needs updating in collaboration with lines of business, supervisors, customer support representatives and outside resources as required.
Collaborates with lines of business, supervisors, customer support representatives and outside resources on projects impacting the customers.
Performs other duties as assigned.
Adheres to and models the IDEXX Purpose & Guiding Principles.
## Qualifications
EDUCATION :
BA/BS or equivalent combination of education and experience required.
EXPERIENCE :
Typically 3-5
years experience
2-3 years of classroom facilitation
Strong communication and presentation skills for technical and soft skill subject matter
Solid experience designing curriculum using blended learning for projects that are medium to large in scope.
Developing skills necessary to do needs assessments and analysis of training effectiveness.of IDEXX products and services preferred.
Responsible for moderately complex assignments.
Develops and works with management staff on process defining and implementation.
May lead work of others.
Bachelor's Degree
REQUIRED SKILLS AND ABILITIES :
Strong communication skills, both verbal and written, including presentation skills.
Knowledge of adult learning theory.
Exceptional collaboration skills.
Strong project management skills.
Ability to work with Employees at all levels.
Ability to teach complex issues to variety of audiences.
Research skills to obtain required information from various sources.
Logical thinking skills to construct easy-to-follow training curriculums.
Computer hardware/software skills, for computer-oriented positions.
Organizational ability and attention to detail.
Ability to work independently and in teams.
PC skills.
PHYSICAL DEMANDS:
Extensive sitting, phone and computer use.
Extend and reach with hands and arms and use hands and fingers.
Occasionally required to climb, balance, bend, stoop, kneel or crouch.
May be required to lift, move and carry up to 50 pounds.
Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.
Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.
Ability to communicate verbally on phone and in person.
Fluency in the English language.
Extended hours may be required.
Extensive travel (up to 75%) required.
WORK ENVIRONMENT :
Normal office environment.
No unsolicited Employment Agency resumes are accepted.
EOE/M/F/D/V
Job: Sales Support
Primary Location: Americas-United States-Maine-Westbrook ME
Organization: CAG Customer Support - Training - 30001211
Schedule: Full-time
Overtime Status: Exempt
Job Posting: Aug 25, 2014, 2:36:49 PM
Req ID: 10124170-20140814Estimated Salary: $20 to $28 per hour based on qualifications.
IDEXX
## Description
IDEXX Laboratories, Inc. is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. IDEXX products enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and build more economically successful practices. IDEXX is also a worldwide leader in providing diagnostic tests and information for livestock and poultry and tests for the quality and safety of water and milk. Headquartered in Maine, IDEXX Laboratories employs more than 5,700 people and offers products to customers in over 175 countries.
JOB
Summary: Develops curriculums and delivers Customer Support instructional product, process, skill building and other training for new hires and existing employees. Training may be delivered through blended methods, including through an e-learning format. Identifies training needs and opportunities and develops appropriate training solutions working closely with Customer Support Leaders. Supports quality management and other compliance requirements. Performs other duties as assigned. Adheres to and models the IDEXX Purpose & Guiding Principles.
PRIMARY DUTIES AND
Responsibilities:
Conducts systematic training needs assessments, individually and/or in collaboration with others, identifies training opportunities through review of department operations, coordination with staff, research into best practices and other methods.
Conducts training needs assessments against current and future trainings to deliver optimal results.
Develops curriculums that meet different learning styles, incorporate adult learning theory and have stated measurable objectives.
Creates comprehensive, compelling programs that convey required information.
Delivers Customer Support instructional product, process, skill building and other training as well as continuing education through blended methods, including through e-learning.
Conducts training sessions, utilizing in-person classroom, virtual and other alternative training methods.
Evaluates training material, delivery methods and support documentation for updates and improvements on an ongoing basis.
May specialize in computer-based or other alternative training delivery. Develops computer-based training and on-line learning libraries and content. Delivers training to end users through various methods, such as non-instructor-led computer-based training and blended computer and instructor led training.
Evaluates participants on set criteria, documents feedback and shares the evaluation with supervisors and participants.
Performs variety of quality improvement related activities, including evaluating customer support phone calls against established quality metrics and/or ride along observations with representatives, discussing results with representatives and supervisors and providing coaching on quality for representatives.
Participates in identifying customer support documentation that needs updating in collaboration with lines of business, supervisors, customer support representatives and outside resources as required.
Collaborates with lines of business, supervisors, customer support representatives and outside resources on projects impacting the customers.
Performs other duties as assigned.
Adheres to and models the IDEXX Purpose & Guiding Principles.
## Qualifications
EDUCATION :
BA/BS or equivalent combination of education and experience required.
EXPERIENCE :
Typically 3-5
years experience
2-3 years of classroom facilitation
Strong communication and presentation skills for technical and soft skill subject matter
Solid experience designing curriculum using blended learning for projects that are medium to large in scope.
Developing skills necessary to do needs assessments and analysis of training effectiveness.of IDEXX products and services preferred.
Responsible for moderately complex assignments.
Develops and works with management staff on process defining and implementation.
May lead work of others.
Bachelor's Degree
REQUIRED SKILLS AND ABILITIES :
Strong communication skills, both verbal and written, including presentation skills.
Knowledge of adult learning theory.
Exceptional collaboration skills.
Strong project management skills.
Ability to work with Employees at all levels.
Ability to teach complex issues to variety of audiences.
Research skills to obtain required information from various sources.
Logical thinking skills to construct easy-to-follow training curriculums.
Computer hardware/software skills, for computer-oriented positions.
Organizational ability and attention to detail.
Ability to work independently and in teams.
PC skills.
PHYSICAL DEMANDS:
Extensive sitting, phone and computer use.
Extend and reach with hands and arms and use hands and fingers.
Occasionally required to climb, balance, bend, stoop, kneel or crouch.
May be required to lift, move and carry up to 50 pounds.
Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.
Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.
Ability to communicate verbally on phone and in person.
Fluency in the English language.
Extended hours may be required.
Extensive travel (up to 75%) required.
WORK ENVIRONMENT :
Normal office environment.
No unsolicited Employment Agency resumes are accepted.
EOE/M/F/D/V
Job: Sales Support
Primary Location: Americas-United States-Maine-Westbrook ME
Organization: CAG Customer Support - Training - 30001211
Schedule: Full-time
Overtime Status: Exempt
Job Posting: Aug 25, 2014, 2:36:49 PM
Req ID: 10124170-20140814Estimated Salary: $20 to $28 per hour based on qualifications.
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