Barco Products Hiring for Learning and Development Manager Job at Batavia, IL Full Time

Barco Products seeks a Learning and Development Manager who will help us transform our customer service/sales teams into a best-of-class center with excellent product knowledge and top-notch sales and service skills. Your mission is to help the company advocate for the voice of the customer and provide an excellent experience to our customers through your work with our internal teams.

Working in partnership with key stakeholders, you will design, plan, and implement product training and professional development courses. You will also assist in mentoring, coaching, and developing the skills of our customer service/sales employees and work closely with customer service/sales leadership to drive results.

Create new training and development structure

• Collaborate with customer service/sales leaders, department leaders, marketing subject matter experts and other key stakeholders across the company as appropriate to:
• Gain an extensive understanding of company marketing strategy, products, department processes and current employee knowledge
• Identify gaps and training needs, establish priorities and gather requirements for content and resources
• Propose learning and development strategy and objectives for customer service/sales teams
• Identify the most efficient ways to educate staff accordingly
• Propose training and development structure to leadership

Develop content and training material

• Execute proposed/approved training and development structure by:
• Gathering resources and information necessary to conduct training
• Planning, designing, and preparing training and coaching programs for customer service/sales staff
• Developing and maintaining various training tools, programs, and materials such as PowerPoint decks, online lessons, job aids, videos and training manuals to share relevant, engaging content and enhance sales and service skills
• Create training and development resource library of all prepared training tools

Execute training and provide ongoing coaching

• Execute learning and development strategy and initiatives; create and maintain ongoing training calendar
• Train, develop and help coach customer service/sales employees
• Work closely with product managers to develop expert product knowledge and keep up with product changes
• Ensure internal teams have most accurate and accessible information about our products, including core functionality, technical information, troubleshooting techniques, and use case recommendations

Monitor progress and effectiveness

• Along with customer service and sales leaders, establish processes and tools to collect and analyze customer feedback and monitor employee performance
• Use metrics to provide meaningful feedback focused on service improvements
• Identify learning deficits and opportunities for performance improvement activities to continually enhance training content and training methods

Who you are:

• Customer Focused. You recognize that good customer service is key to customer longevity, and that meeting the needs of existing customers can have an emphatic effect on business.
• Results Oriented. You are focused on delivering positive outcomes as quickly and efficiently as possible. You understand that increased sales and profitable growth drive company success.
• A Leader. You build camaraderie, express ideas across levels, manage differing points of view and influence others while maintaining relationships.
• A Team Player. You are quick to point out contributions of others. You know what is happening in a group situation and how to deal with others in the most effective way. You share credit and define success collectively rather than individually.
• Communicative. You are an active listener. You speak and write clearly and articulately, and you share and seek feedback.
• Detail Oriented. You are thorough, accurate and organized with your time and resources.
• Proactive. Rather than being reactive, you obsess about getting ahead of the needs of our customers and the customer service/sales organization.

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