Operations and Training Specialist
hace 5 días
About Us: The Straumann Group is a global leader in the dental implant industry, empowering employees to drive change and innovation. We deliver cutting-edge solutions based on evidence and foster a culture of diversity, exceptional team spirit, and a powerful 'can-do' attitude.
Job Overview: As an Operations Trainer, you will play a crucial role in the execution and delivery of onboard training programs for customer service-focused teams. Collaborate with North America-based trainers to develop content and support three different operations teams.
Main Responsibilities:
- Collaborate with NAM-based trainers to execute Customer Service, Provider Services, and Technical Support onboarding training for new employees, including online self-learning modules, classroom curriculum, and post-study activities.
- Collaborate with NAM-based trainers to oversee world-class Customer Service training, covering order processing, account management, eCommerce selling, and first-level product knowledge.
- Assist in developing and executing technical training for the Technical Support team, ensuring readiness for supporting customers.
- Monitor and develop sufficient programs for new product introductions and new hire onboarding.
- Provide expert facilitation and manage all classroom and online content, overseeing scheduling and logistics for training programs.
- Conduct continuous assessments of learning and development needs, track learner satisfaction levels, and analyze program success through evaluation metrics.
- Act as a Subject Matter Expert, working with IT partners to expand knowledge and skills related to SAP, CRM, CCM, Zendesk, CAMDB, Service Cloud, TeamerViewer, and other 3rd-party systems.
- Guide teams to learn best practices for solving complex questions and support Straumann Group customers with superior incident handling skills and technical capabilities.
- Offer data insights to management for ongoing coaching, training, and mentorship of Customer Service, Provider Services, and Technical Support Representatives.
- Consult with Subject Matter Experts across the organization to ensure accurate content.
- Maintain up-to-date knowledge of implantology, orthodontics, industry trends, digital products, and company processes.
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