Thermo Fisher Scientific Hiring for Training Specialist (EMEA Shift) at Bengaluru, India Full Time

Location : Bangalore, India

Job Description: Customer Service Training Specialist II

Group: LSLPG

Division: Commercial Operations

Shift : EMEA( will require to support APAC and North America time zone basis business requirement) Must be flexible to work in shifts

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

How will you make an impact?

Responsible for positively impacting the performance of the Customer Care team in Bangalore through analysis of performance needs, design of necessary job aids and training content, facilitation of virtual and Instructor led classroom training, and identifying appropriate methods for improving the overall customer experience. These learning activities are designed to equip employees, both new hires and existing employees, with the knowledge and skills to succeed.

What will you do?

• Facilitate classroom training to new and existing Customer Care Representatives on competencies identified to enable CCRs and Team Leaders to succeed. May support order process training. The training will concentrate on skills and behavior and the transfer of knowledge required to meet customer expectations and performance goals.

• Identify knowledge and skills gaps and make recommendations to management for improvement measures.

• Develop necessary documentation to support the knowledge needs of the team.

• Develop and manage project plans required to implement organizational change.

• Exhibit the components of service excellence, both in their interactions, delivery and in the ability to relate these concepts to course participants.

• Basic understanding and ability to apply adult learning theory.

• Basic understanding of new and current training methodologies, theories and techniques and works with team and/ or manager to apply.

• Apply organizational skills to ensure learning activities are completed on-time.

• Implements measurements to monitor learning transfer.

• Support the design of eLearning modules that ensure learner engagement.

• Ability to work with ambiguity in a fast moving, dynamic environment.

• Acts as a role model for Customer Care team members in professionalism.

• As a member of a Global Training Team, you may also support the training need for other regions but the primary focus is to support the team in Bangalore.

Education

Bachelors Degree in Education, training and development, organizational development, organizational behavior, business communications or human resources is desired. High School Diploma or equivalent is required with applicable working experience.

Experience

• Minimum of 5+ years of experience in training, instructional design, and use of performance management methodologies or similar experience.

• Experience in the virtual and Instructor led delivery of professional skills training. Examples include: Assertiveness, Business Etiquette, Communication skills, Time Management.

• Exceptional interpersonal skills.

• Experience in writing clear and accurate documentation.

• Project management abilities.

• Understanding of adult learning concepts and curriculum development.

• Excellent multi-tasking and organizational skills with the ability to balance

• Ability to use and/or quickly learn authoring tools such as Articulate etc. is desired.

• Ability to work in a cross-cultural setting with a remote Manager in the U.S. and an on-site matrix Manager.

“Thermo Fisher Scientific is an equal opportunity employer and value diversity at our company . All qualified applicants will receive consideration for employment without discrimination basis race, color, religion, sex, sexual orientation, gender, gender identity or expression, national origin, protected veteran status, age, genetics, pregnancy, disability or any other legally protected status. Thermo Fisher Scientific complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates “

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.