About this Role
Our Product Support Logistics Division (PSLD) provides governance and administration of Client® dealers across the U.S., Canada, and Latin America. We’re committed to our customers, who build a better world with our products, services, and solutions. We understand and show the value of why they should always choose us. We’re exploring new ideas and opportunities – innovating to discover the breakthroughs necessary for tomorrow’s growth. Through it all, we are one team – creating and delivering world-class components and solutions superior to the competition. Learn more about the Client Experience.
Typical task breakdown:
- Assists with developing and delivering training modules, courses and programs; ensuring that courses and materials are relevant to the organization's customer service processes.
- Assists with gathering customer service performance data to measure success of the training programs; monitoring ROIs and taking appropriate measures to improve training effectiveness.
- Reviewing and maintaining training materials to ensure compliance with organizational policies and procedures.
Interaction with team:
- Reporting to the work director. 13 members of the team.
Work environment:
- This position is located in Peoria, IL.
- This position will require up to 10% of working time travel, domestic US.
Education & Experience Required:
- Years of experience: Two years’ relevant work experience required regardless of education level. Instructional Design Certificate acceptable with at least four years’ relevant work experience.
- Degree requirement: Bachelor’s degree or higher in Education or Instructional Design
- Do you accept internships as job experience: If directly related to Instructional Design
- Are there past or additional job titles or roles that would provide comparable background to this role: Instructional Design, Curriculum Designer, ISD, Education Designer, Training Designer, Learning and Development (L&D) Specialist
Top 3 Skills
Proven demonstration to create training courses.
To perform business needs analysis.
To apply current instructional design standards.
Additional Technical Skills
(Required)
- Previous demonstrated experience in instructional design:
o ADDIE models
o Familiarity with adult learning principles
(Desired)
- Familiarity with dominKnow ONE suite of authoring tools
- Familiarity with Client process and products
- Proficiency with conducting DACUM events
- Familiarity with Questionmark
Soft Skills
(Required)
- Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
- Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
- Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
- Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
- Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
- Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
- Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
- Training Operations: Knowledge of training processes and procedures; ability to implement training related tasks and programs to ensure smooth daily and strategic training operations.