Hawaiian Telcom Hiring For Field Operations Trainer at Honolulu, HI, United States Full Time

Job Description

Aloha! Welcome to Hawaiian Telcom’s listing of current job openings. Hawaiian Telcom, the premier telecommunications company headquartered in Honolulu, offers Hawaii’s consumers and businesses a spectrum of telecommunication solutions, taking full advantage of proven and emerging technologies. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience.

We call the communities we serve home and giving back to these communities is an important part of our culture.

Hawaiian Telcom offers an amazing Mālama Hours Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens will be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.

Job Purpose

This Field Operations Training position s to the Lead Training Manager over the Field Ops Training Team and is responsible for providing professional technical training to both hourly and management positions using multiple formats, including classroom instruction, e-learning, and hands-on training. This position requires teaching technicians and CB managers the skills required based on established and emerging technologies that would fulfill customer expectations, including but not limited to climbing poles, IPTV installation and repair, Fiber/ONT installation and repair for sfu and mdu, triple play installation, basic installation, meters/test equipment, and other basic technician skills. The position seeks to provide the company with cost-effective, quality training and performance improvement solutions to meet the needs of the business. This position will work collaboratively with operational process leaders, quality assurance specialists, and various clients regarding matters of training and performance improvement. This position plays a key role in developing personnel as the business changes. This position must quickly identify and implement the changes necessary for continued success and client satisfaction. By seeking new ways to educate and develop employees, this manager will contribute to the overall success of Field Operations.

Essential Functions

• 50%: The Field Operations Trainer position will create, write, develop, and deliver classes. These classes can be instructor-led, vendor-related, on-the-job training, or online courses. These classes will help train hourly and management employees to perform their duties. These duties will help meet our customer needs. Vendor materials might be utilized. New Hire Training is also included as a responsibility for this trainer.
• 30%: Test and provide training regarding new technologies. This position will provide guidance to any CB vendor regarding equipment or systems modifications needed for new products/technologies to ensure that they will work optimally in our environment. New software development training and testing will be required for this position to train and test all involved. Creating training for new software projects for provisioning, repair, installation for all technologies with Cincinnati Bell Information Technology and vendors will be required.
• 20%: Determine performance gaps and proactively identify technical training and support interventions needed to increase employee efficiency and effectiveness for performing technical tasks and functions. Negotiate and implement performance improvement initiatives across the process, including classroom and alternative training facilitation, performance assessment, coaching, and client relationship management. This position may also be required to write or provide input regarding Methods and Procedures and train the output of the Field Operations Quality Assurance Process. This position will work at meeting and exceeding all corporate and Field Operations Metrics.

Education

• Four years of College resulting in a Bachelor’s Degree or equivalent

Certifications, Accreditations, Licenses

• Pole climbing certification required

Experience

• 5 or more years of Field Operations experience
• It is required that any candidates for this position have experience as a field technician at Cincinnati Bell
• It is required that any candidates for this position have experience with the organizational matrix, strong communication skills (both written and oral), and that this candidate has strong computer skills.
• It is also required that this candidate have strong business and industry acumen.
• It is preferred that any candidates for this position have management experience

Special Knowledge, Skills, and Abilities

• It is required for this position to be certified as a pole climbing instructor
• This candidate will also need to be able to demonstrate Leadership skills

Supervisory Responsibilities

No Supervisory Responsibility