CUSTOMER SUPPORT TRAINING ASSOCIATE Location Hybrid remote in Nashville, TN : Supports the facilitation of general and specific training and development programs. Contributes to the planning, design, delivery, and implementation of training and development programs. Works with vendors and educational organizations to support the development and delivery of training and development programs. Provides input to instructional content for learning environments in alignment with corporate standards; prepares instructional materials including participant guides, instructor guides, presentations, tests and job aids.
Assists with needs analysis, audience analysis and tasks analysis; provides input into solutions or changes.
Conducts external research to identity and evaluate training and development programs available through vendors and educational institutions.
Gathers data for cost-benefit analysis of alternative instructional material development solutions such as modifications, purchases or developments.
Plans and administers learning and development activities, instructor-led events and e-learning, including communication, scheduling events, facilitators, trainers, employees, vendors and facilities, and coordinating materials and conference room logistics.
Maintains records and reports on individual and group training progress using common tools and systems; uses evaluation data as a guide for program revisions.
Implements evaluation plans and prepares evaluation reports.
Provides input to improvement recommendations.
Acts as a resource for colleagues with less experience.
Effectively manages stakeholder relationships —respond courteously, accurately and in a timely fashion to training and development related questions and requests.
Skills Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Resourcefulness - Securing and deploying resources effectively and efficiently.
Interpersonal savvy - Relating openly and comfortably with diverse groups of people.
Demonstrates self-awareness - Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.
Global perspective - Taking a broad view when approaching issues, using a global lens.
Data Analytics - Discovers, interprets and communicates qualitative and quantitative data; determines conclusions relying on knowledge of business or functional frameworks; simultaneously applies statistics, data validity, data visualization, and problem solving approaches to effectively extract meaningful patterns and business insights; presents conclusions and outcomes that enable data driven business decisions.
Human Resources Data Management - Acts on people data to ensure completeness, accuracy and compliance with company policy and legislative requirements.
Instructional Design and Effectiveness - Analyzes, designs, develops, implements, and evaluates instructional content using Cummins methodologies and technologies to maximize learning and meet organizational needs; evaluates success indicators by using appropriate collection methods and analyzing the results to validate content effectiveness as compared to the learning objectives.
Training Delivery - Instructs learners in a manner that engages and adjusts to individual and group needs resulting in knowledge, skills and abilities that can be applied on the job.
Education, Licenses, Certifications High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
Support and deliver training to Key Stakeholders on new enhancements and features to Service Cloud and MyFleetguard.com platforms.
Support the rollout of new projects as required (e.g., New CTI system, CS sites migrating to Service Cloud and Fleetguard Customer Portal).
Compile, summarize, and report out on Fleetguard Portal,Transactional Survey, and CX Survey Escalation KPIs.
Provide cross-functional SOMS and Salesforce training on an as-needed basis.
Maintain Customer Support Training SharePoint site to ensure content is current and up to date; provide access to the site on an as-needed.
Support IATF audits.
Administer,document, and communicate Quality Assurance Audits.
Administer,document, and communicate internal SOx audits.
Job SALES
Primary Location United States-Tennessee-Nashville-US, TN, Nashville, Filtration Headquarters
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
