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At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Avigilon, a Motorola Solutions Company, provides trusted security solutions to the global market. Avigilon designs, develops, and manufactures video analytics, network video management software and hardware, surveillance cameras, and access control solutions.
Avigilon’s solutions have been installed at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.
We are seeking an experienced communicator and changemaker to take responsibility for training and skills enablement for our multi-brand Technical Support team. This is a full-time position that is responsible for empowering our Technical Support team with the processes, tools, and knowledge they need to deliver outstanding experiences for our customers.
This detail-oriented and quality-driven Sr. Training Specialist will work closely with Technical Support Leadership, the Knowledge Manager, Engineering, Global Training, Technical Documentation, and Customer Experience teams to deliver Avigilon’s long-term vision for Customer Experience and customer satisfaction.
Responsibilities include coaching, supporting, and monitoring the performance of the team by:
Own the planning, creation, scheduling, administration, and delivery of Technical Support and Customer Service training programs, including New Hire and ongoing development.
Conduct job task analysis to inform technology, process, training, and knowledge programs.
Create and develop learning paths for agent roles and career development, employing a scalable approach with OLT content.
Collaborate with the Technical Support team to identify resources, SMEs, and training opportunities.
Mentor and assist with upskilling team members to assist with training delivery (Train-the-Trainer).
Collaborate with teams outside Technical Support, including Product Management, Engineering, Technical Documentation, and Global Training teams to ensure bidirectional process integration and content improvements.
Work with Tech Support and Engineering to create resources and training as part of the development process in advance of product releases.
Leverage existing content, Linkedin Learning, Pluralsight, Mind Tools, and other content for soft skills and customer experience improvement.
Authoring job aides to support new and evolving tools and processes, such as intelligent swarming.
Assist with technical support team skills identification & tracking.
Capture, curate, and drive improvements on team resources, including the Technical Support Wiki site.
Collaborate with Operations Specialist to ensure Training KPIs are integrated into reporting and business processes.
Drive change management and communications on projects to help evolve team engagement with Customer Community and Customer Experience initiatives.
5+ years of experience in technical training or instructional design
Experiencing creating technical training content and documents
Experience training or upskilling peers.
Ability to communicate effectively and clearly with technical audiences.
Experienced in the use of knowledge base tools.
Experienced in the use of learning management systems (LMS).
Preference given to candidates with experience:
1+ years supporting customer service and/or technical support teams
Creating content for technical support organizations.
Creating and publishing OLT employing authoring tools such as Articulate and enterprise LMS platforms.
With Knowledge Centered Services (KCS) methodology and intelligent swarming.
Working with Salesforce Knowledge, Salesforce Service Cloud, and Salesforce Community.
2+ years of technical training or instructional design experience.
Referral Payment Plan
Motorola Solutions is an Equal Opportunity Employer. We welcome and encourage diversity in our workforce. Motorola Solutions will provide reasonable accommodation to applicants with disabilities upon request. Motorola Solutions souscrit aux principes d’équité en matière d’emploi. Nous accueillons favorablement la diversité au sein de notre effectif. Sur demande, Motorola Solutions offrira des accommodements raisonnables aux candidats handicapés.