Appliance Repair Trainer
- Los Angeles, CA
For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry, but in creating a culture where employees feel valued.
We help people do more with their technology and stay connected on all of their devices. We provide our customers with simple, helpful advice to get the most from their technology, assistance to fix any technology issues they have and protection of their devices to ensure they quickly get a replacement or repair if anything does go wrong.
What you will be doing:
The main purpose of the Learning & Development Specialist, Major Appliance is to make a strategic impact by working closely with operations, sharing knowledge, employee development, and service our products to create a more positive consumer experience. The Learning & Development Specialist, Major Appliance will be responsible for developing and delivering targeted and effective training programs, driving key metrics, and professional development.
The position supports our Field Service organization and our end consumer by developing and executing training strategy in technician onboarding, curriculum development, assessment, certification, and product launch support. An effective candidate will have demonstrated experience establishing and embedding instructional design best practices and processes, ensuring training utilizes adult learning methodologies. In addition, the Learning & Development Specialist, Major Appliance will work with our product lines and manufacturing facilities to provide consistent communication of service flashes and technical bulletins to the Service Delivery Team.
This position will be responsible for: working with the stakeholders, scoping new training, developing operational documents, providing subject matter expertise, and executing training. This position also creates and implements programs to develop employee skills and impart organizational practices and policies by utilizing various learning methods.
Essential Duties and Responsibilities:
Deliver, generate, and support technical training and content (Job Aids and Service Pointers), self-help and technician videos, and product-based curriculum. This team also supports Train the Trainer courses and eLearning development.
Partner with the instructional design team
Establish effective working relationships with key stakeholders to identify development needs, skill gaps, and ensure program designs are engaging learners
Delivers useful and engaging training programs for servicers designed to strengthen brand loyalty and facilitate profitable growth
Partner with managers, team leads, and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives, and technologies
Selects or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops
Conduct training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge
Report on the progress of technicians and market managers under guidance during training periods. Maintain trainee records. Facilitates night classes as needed
Deliver remedial or follow-up training as well as recurrent skills enhancement training
Provide support to the Customer Engagement Center and Service Administration Center as needed
Scope all training requirements of the business and ensuring all stakeholders' needs are identified
Development of actionable training plans with minimum support
Development of timelines and project schedules
Own the development of all training materials, ensuring the needs of the business are met
Strengthen results leveraging both training and business metrics
Report KPI's, strengths, and opportunities to the business on a regular schedule
Deploy all training materials and operational documents/processes
Transfer of knowledge to learners by utilization of a variety of learning instruments and application of adult learning principles
Assist with Everyday Leadership deployment, including Peer Advisor and Coaching Apprentice
Supports and mentors newly hired associates, including recognizing performance, motivation, corrective action, and performance improvement
Develop and deliver competency-based learning activities (i.e. performance management, coaching and feedback, customer service)
Develop and deliver multi-channel cascading employee communications and accompanying manager and employee instruments
Attend meetings and seminars to obtain information for use in training programs, or to inform management of training program status
Oversee training projects and work on special assignments as needed
Evaluate training materials prepared by instructors, such as outlines, text, and handouts
Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers, instructors, or customer representatives
Willing to travel up to 50% of the time to assist with hands-on training in the repair market
Here's what you'll bring to the team:
Master Technician certification required
Minimum of 1 year of training experience, preferably in major appliances or field services
Minimum of 2 years of major appliance repair experience
Exceptional written, verbal, and interpersonal communication skills - You are the face of the brand!
Excellent technical skills, proficient in Microsoft Office (Word, Excel, PowerPoint), ability to become proficient in multiple technical systems
Excellent facilitation and coaching skills
Learning agility, ability to 'learn on the fly'
Knowledge of principles and processes for providing customer and personal services; this includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Knowledge of principles and methods for curriculum/training design and measurement of
Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation
Ability to work unsupervised
Bachelor's Degree OR the equivalent combination of education and experience
5+ years of hands-on experience with major appliances preferred
1+ years' experience in leveraging technology for major appliance troubleshooting
1+ years' training experience
We take care of you (benefits/perks):
• Competitive pay and benefits including health, dental, and vision
• Retirement savings plan
• Paid time off
• Continuing education support
• Ongoing training to grow your skills
Asurion helps people protect, connect and enjoy the latest tech - to make life a little easier. Every day our 19,500 experts help nearly 300 million people around the world solve the most common and uncommon tech issues. We're just a call, tap, click or visit away for everything from getting a same-day replacement of your smartphone, to helping you stream or connect with no buffering, bumps or bewilderment. We think you should stay connected and get the most from the tech you love...no matter the type of tech or where you purchased it.
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