Customer Service Training Specialist III - US Remote

About the position

The Customer Service Training Specialist III at Thermo Fisher Scientific is responsible for implementing global training strategies aimed at enhancing the technical training process for Field Service and Technical Support Engineers. This role involves developing training standards, generating metrics, and fostering relationships to improve training and customer experience, all while staying updated on industry trends.

Responsibilities

• Provide input for developing, documenting, implementing and communicating global training process standardization.
• Identify, evaluate and support growth opportunities within Instrument and Enterprise Services to increase efficiencies and streamline the technical training process.
• Generate training metrics, interpret performance and drive compliance within training program.
• Lead and maintain process reviews with service and factory partners to gain buy in, approval and support of key process implementation.
• Identify, establish and leverage synergistic business relationships that improve training and the customer experience.
• Build effective live and distance learning in conjunction with global factory partners and other training groups.
• Stay current on new technologies/industry trends and apply them into training strategy.
• Other miscellaneous duties as assigned.

Requirements

• Possesses a detailed understanding of training & certification process elements with the ability to convey importance to a diverse audience who may have cultural differences.
• Infectious positive attitude with ability to overcome objections that inhibit goal completion.
• Solid presentation and communication skills that influence a positive outcome.
• Strong interpersonal skills and a collaborative style of working to reach common goals and objectives.
• Analytical and data driven approach to problem solving & solutions development.
• Familiarity with eLearning development using current adult learning principles and softwares such as Articulate, Camtasia, Captivate, etc.
• Bachelor's degree from an accredited institution preferred. High school diploma/equivalent required.
• 3+ years of work experience in technical training and training content development.
• Experience with molecular spectrometry is preferred.

Benefits

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount