Customer Technical Trainer

Wrightbus is now recruiting for Customer Technical Trainers based in UK/London.

Hours of Work: 38 hours

Staff Benefits: Life Insurance, Medicash scheme, Career progression, Flexitime

Wrightbus is a fast-moving Company which has experienced considerable growth over the last year. As part of Wrightbus Parts and Service department, the role of Customer Technical Trainer is an exciting opportunity to lead, develop and grow the training delivered by All Service One. The Customer Training Engineer will be responsible for providing specialised advice and training to our customers and service team workforce, with the role focusing on delivering excellent customer support and service. You will work with the Training Manager to co-ordinate, deliver and ensure that all training meets the needs of our Customers and Mobile Service Engineers in the field.

Key Tasks:

• Implement Learning and Development strategies based on the needs of our customers.
• Work alongside the Training team and customers business area, develop training plans and deliver appropriate training programmes in a timely manner.
• Apply a suite of Learning and Development policies, procedures and practices which meet the requirements of ISO9001.
• Identify, develop, and as appropriate deliver training programmes/videos, ensuring our customers objectives are met in a timely manner and to the appropriate standard.
• Deliver and market a suite of programmes under a Wrightbus Parts and Service Training Academy if deemed appropriate and cost effective.
• Carry out various training methods / processes, both on site and off, to provide support to the customer.
• Identify and train customer employees, to ensure high-quality knowledge of the solution and best possible transfer and retention of knowledge to the users.
• Implement assessment criteria and evaluation methods to ensure that learning outcomes are met.
• Collaborate with other organisations and recognised bodies to drive the standards of new and existing training schemes.
• Represent the needs of Wrightbus on forums, relating to skill shortages, training requirements or any other relevant matters.
• Negotiate with training providers on pricing, service level agreements and any other relevant contractual details. Ensuring that all appropriate documentation is maintained.

Other Learning and Development duties:

• Provide advice to our customers when dealing with telephone / e-mail / written enquiries and personal callers to the Wrightbus Parts and Service Department.
• Manage training provision to promote a high level of customer engagement, demonstrating the customers are supported consistently and fairly.
• Document compliance reports to illustrate levels of training engagement, such as training attendance, feedback, and completion evaluation.
• Assist in the development of training materials to include training handbooks, jobs aids, models, multimedia visual aids.
• Responsible for ensuring all training materials meet the Wrightbus standards.
• Manage the development and maintenance of training databases ensuring adherence to GDPR.
• Play an active role in delivery of continuous improvements, by identifying ways to reduce costs and improve standards ensuring stakeholder engagement throughout.
• Develop a standardised set of processes / systems / databases to be used across the Wrightbus Parts and Service Training Department. Regularly review to ensure consistent application.
• Undertake audits or process reviews to ensure that Wrightbus Parts and Service Training Department processes are being implemented properly.
• As appropriate attend meetings with key stakeholders to report on training delivery.
• Undertake all duties in line with General Data Protection and maintain utmost level of confidentiality.
• Ensure work is completed to meet the requirements of the ISO 9001 standard.

General:

• Ensure that you treat those with whom you come into contact in a courteous and respectful manner, in accordance with the Dignity at Work Procedure.
• Wrightbus is committed to equality of opportunity and to selection based on merit. You are required to adhere to and promote the Equal Opportunities Policy throughout the course of your employment.
• You must maintain high standards of personal accountability.
• You must co-operate with others on health and safety and not interfere with, or misuse, anything provided for their health, safety, or welfare.
• You must take care of your own health and safety and that of people who may be affected by what you do (or do not do).
• You must comply with the no smoking policy.
• To undertake relevant/ongoing training and participate in own professional development.
• Carry out other relevant duties as required.
• Manage and expand on the Wrightbus Parts and Service Training Programme, ensuring the correct programmes are in place to support business needs.

Note: This job description will be subject to review in the light of changing circumstances and may include other duties and responsibilities as determined in consultation with the jobholder. It is not intended to be rigid or inflexible but should be regarded as providing guidelines within which the individual works.

Wrightbus is committed to equality of opportunity and to selection on merit.