Lead Technical Training Engineer

Profile

**MEMBERS ONLY**SIGN UP NOW***. Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, **MEMBERS ONLY**SIGN UP NOW***. Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, **MEMBERS ONLY**SIGN UP NOW***. Business is one of the largest contributors to the growth of **MEMBERS ONLY**SIGN UP NOW***. Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary

Primarily responsible for job functional training development and implementation of training related to the process of customer network project management, service delivery and workflow tools. Intimately involved in knowledge transfer of workflow management, order management as it relates to specific 'Quote to Cash' process for order processing and service delivery. Acts in compliance with industry and Company technical requirements, standards, policies, and procedure. Provides technical leadership to project teams. Has in-depth experience, knowledge, and skills in multiple managed businsess support and operational support tools and process. Acts as a key contributor in a complex and crucial environment. Responsible for the design and delivery of the learning curriculum and develops programs for employees, supervisors, and managers, that enhance performance and deliver a return on investment. Works with moderate guidance in own area of knowledge.

Job Description

Core Responsibilities

Works under the direction of the Global Operations leadership team to design, develop and manage the learning program to meet business needs.


Provides technical leadership and directions as a primary technical resource.

Maintains technical expertise and participates in all engineering and service assurance projects and initiatives.

Develops test and acceptance criteria for service delivery and order management teams.

Provides basic through expert level technical training to global operations teams for legacy, current and future products and services.

Facilitates learning to develop participants' competencies and help learners meet specified performance expectations.

Monitors linkage between curriculum and improved learner job performance; coaches participants back on the job, ensuring learning translates to performance.

Makes initial evaluation of learning and works with other Trainers and/or Training Managers to determine best methods to provide feedback to learners and their managers.

Provides supervision of employees during training by tracking attendance, addressing inappropriate behavior, and documenting performance and development needs.

Assists in revising existing courseware for training.

Administers learning schedules, calendar, and maintains participant records during training.

Uses the appropriate training model as a guideline to aid in the support of participant skill strength, gap identification, and development.

Maintains functional learning lab facilities.

Manages classroom and lab environment to ensure a quality learning experience and escalates inappropriate behavioral issues to local management.

Adheres to established policies and procedures related to learners and Trainers.

Supports **MEMBERS ONLY**SIGN UP NOW***. University content feedback loop to drive ongoing quality improvement to national training programs.

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

Other duties and responsibilities as assigned.


Employees at all levels are expected to:


Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.


Disclaimer:


This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

#Masergy

**MEMBERS ONLY**SIGN UP NOW***. is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, **MEMBERS ONLY**SIGN UP NOW***. also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

7-10 Years

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

Sign Up Now - EngineeringCrossing.com