Technical Trainer

Technical Trainer

The Technical Trainer works directly with clients and staff to oversee training work streams for local, divisional and/or other training initiatives. May be responsible for the oversight/supervisor of a small team of trainer(s) on day-to-day basis, or under special project needs. Researches, designs, evaluates and delivers technical training courses for employees and/or clients, and ensures training goals and objectives are met within the agreed upon time, scope, budget and resource requirements.

Job duties

(
* denotes an "essential function")

• * Design, develop and conduct appropriate trainings and requisite materials (instructor-led and/or electronic) for employees and/or clients
• * Oversee training from start to completion, ensuring quality at all stages
• * Manage the client relationship, assessing needs, making recommendations and managing budget and timeline for training activities
• * Be the central conduit for all training communication and status updates
• * Develop and analyze performance and progress reports, which may include training statuses of requisite, contractual, compliance or various other trainings; provide to leaders, as needed
• * Build relationships with end users; manage their perception and expectations
• * Be accountable for overall financial performance of training projects against budgets
• * Work closely with managers, directors and clients to resolve escalated technical issues; escalate training and/or software concerns to appropriate stakeholders
• * Use expert knowledge and experience in technical training to interpret more complex and less clearly defined training needs to solve challenges in service delivery and/or to enhance/improve productivity, efficiency and client or user experiences
• * Develop and train more junior direct team members; assist in the development of various colleagues, as available/requested
• May supervise day-to-day work, expectations and output of more junior trainers
• Remain engaged with and aware of new technical developments in the field, with the client(s) and/or with account(s)/team(s) to ensure training materials and processes are relevant, timely and innovative
• Advise customers as to potential benefits, features and capabilities of new or revised training services, products and/or enhancements
• Periodically execute quality assurance testing for new software
• Assist in ad hoc training, calls or other communications to provide technical troubleshooting
• Develop pre-hire assessments in support of client/account needs, and partnering with appropriate stakeholders to bench and test validity/viability.
• May participate in interviews for new employees, as requested

Job qualifications

• 5+ years of experience in full life-cycle training objectives and/or curriculum-building experience for technical services
• A Bachelor's degree or equivalent; a combination of education and work experience can be substituted
• Proven customer service skills; able to create, maintain and enhance customer relationships
• Excellent written, verbal and presentation skills; able to guide training remotely and in person with audiences of various degrees of knowledge and sophistication
• Be highly organized, detail oriented and be able to multitask and prioritize workload under pressured objectives
• Adept project management experience; quality assurance testing experience is a plus
• Ability to establish objectives, assign tasks, track progress and lead training initiatives
• Strong interpersonal skills for working in a fast paced, team environment
• Expert knowledge of Microsoft Office (Microsoft Office certification a plus), especially document production and/or presentations;
  Expert in various Adobe PDF and/or Creative Suite applications (Illustrator, Photoshop as examples)
• Ability to quickly assimilate new technical and software skills to other software, as applicable
• Windows OS troubleshooting experience
• Knowledge of billing processes, and potential impacts of training to billing and financial targets

• Must be able to meet deadlines and complete all projects in a timely manner.
• Ability to handle sensitive and/or confidential documents and information.
• Able to make independent decisions that conform to business needs and policy.
• Good problem-solving skills, with the ability and understanding of when to escalate a problem to a supervisory level.
• Must be able to interact effectively with multi-functional and diverse backgrounds.
• Must be self-motivated with positive can-do attitude.

Supervision

• Number and title(s) of direct reports (if any): May supervise 1 or 2 Technical Trainers
• Received: Senior Manager, Director

Job relationships

• Internal: This position works closely with the account teams and all levels of team members
• External: Client(s), Vendors

The range of pay for this role at the noted RRD location is $28.70- $43.61/hour. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation…