Field Implementation Trainer

Allied Universal - Las Vegas, NV

Full-time - Mid Level

Las Vegas, NV

Administrative and Support Services

About the position

The Field Implementation Trainer at Deposita, an Allied Universal Company, is responsible for training client store personnel and internal staff on technology and devices related to cash management solutions. This role involves conducting both in-person and virtual training sessions, updating training content, and collaborating with various departments to ensure effective implementation of training programs. The Trainer will also focus on onboarding new Customer Service Center agents and enhancing the skills of tenured staff.

Responsibilities

• Oversee the scheduling and completion of customer training events
• Manage attendance, conflict resolution, and scheduling of Training Representatives
• Update and maintain the full training program based on customer needs and feedback
• Respond to team questions and customer issues related to system or device training
• Use applications like Teams to enhance communication between team members
• Conduct performance appraisals, discipline, and other personnel actions for direct reports
• Develop and implement a quality assurance program to measure training effectiveness
• Participate in meetings with leadership to stay current with changes to systems and customer needs
• Facilitate virtual training content using provided mobile devices
• Use various applications to deliver customer training including tablets and Zoom
• Answer learner questions during training, including troubleshooting
• Manage device or process exceptions to ensure resolution of issues
• Effectively deliver train-the-trainer (T3) content
• Assist in determining training headcount for customer rollout
• Execute and track the completion of scheduled training events
• Make recommendations on training strategies to meet customer needs
• Participate in the ramp-up of Training Representatives based on business needs
• Address performance deviations with team members
• Make recommendations to customer personnel to resolve specific problems
• Partner with leadership to schedule refresher training based on needs
• Assess overall store performance and readiness post-training
• Ensure cross-training for Training Representatives
• Make recommendations on team disciplinary actions
• Make recommendations on hiring decisions
• Make recommendations on department spend related to training programs
• Make recommendations on enhancements to processes or procedures
• Make recommendations to customer leadership regarding training best practices
• Train and onboard new CSC Agents by coordinating with HR and team leads
• Monitor and update training content for the CSC
• Create KnowledgeBase articles for Agents
• Partner with leadership on Training Paths for CSC Agents
• Monitor CSC calls to identify skill gaps
• Collaborate with leadership on skill gap identification
• Determine best approach for addressing skill gaps and create content
• Partner with LMS administrator for posting training content
• Monitor training compliance and spot trends
• Follow up with leadership regarding training compliance

Requirements

• Associate's degree in general studies, human resources, business administration, communications, or related field
• Two years of work experience in training and development
• At least 18 years of age
• High school diploma or equivalent, or 5 years of verifiable experience
• Three years' experience developing and delivering training content
• Two years' management or supervisory experience
• Experience in retail operations, training, cash handling, accounting, loss prevention, or guest services industry
• Ability to exercise discretion and independent judgment using industry knowledge
• Experience developing comprehensive training materials
• Experience delivering training both in-person and virtually to large and small groups
• Ability to coach and provide effective feedback to team members
• Ability to communicate effectively with clients and personnel

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Life insurance
• Retirement plan
• Employee assistance programs
• Company discounts
• Perks