Specialist, Learning Development-Technical

divh2Learning Development Specialist-Technical/h2pReports To: Learning Development-Supervisor/ppPosition Location: Vernon Hills, IL/ppWork Type: Hybrid/ppFLSA Status (Exempt/Non-Exempt): Exempt/ppPosition Summary:/ppThe Learning Development Specialist is responsible for supporting the design, delivery, and continuous improvement of training programs for customer service and technical/application support teams. Reporting to the LD Supervisor, this role ensures frontline employees are equipped with the product knowledge, technical expertise, and troubleshooting skills needed to deliver high-quality support. The specialist executes onboarding, upskilling, and coaching initiatives, contributes to quality monitoring and knowledge management, and partners with supervisors to address performance gaps. Leveraging data insights and AI-enabled tools, this role helps drive improvements in customer experience, operational efficiency, and technical proficiency./ppKey Responsibilities:/pulliConduct new hire onboarding, refresher, and upskilling training for technical/application support teams./liliDesign and develop technical training materials including SOPs, troubleshooting guides, simulations, videos, and system workflows./liliDeliver hands-on training sessions, including product demonstrations, system navigation, and technical deep dives./liliFacilitate role plays and real-case scenario simulations to improve diagnostic and critical thinking skills./liliProvide extended nesting support and post-training coaching to ensure application of technical knowledge in live environments./liliPartner with Supervisors to develop targeted coaching plans for low performers based on technical skill gaps./liliPerform case audits to evaluate troubleshooting accuracy, resolution quality, and CRM documentation standards./liliMonitor open orders, escalations, and support trends to identify training needs and recurring issues./liliAnalyze customer issues, product defects, and feedback trends to continuously update training content./liliMaintain and audit technical knowledgebase articles to ensure accuracy, usability, and alignment with product updates./liliTrack training completion, certification progress, and technical proficiency metrics./liliSupport real-time assistance through active chat groups, providing guidance on complex technical issues./liliCollaborating with Product, Engineering, and SMEs to stay updated on product changes and new releases./liliLeverage AI tools to create simulations, automate content creation, and provide just-in-time learning support (e.g., AI copilots, chatbots)/liliUse AI-driven analytics to identify knowledge gaps, predict training needs, and improve troubleshooting efficiency./liliPerforms other duties as assigned./li/ulpEducation:/pulliBachelors degree in Life Sciences, or related technical field preferred/liliCertifications in product/application support, technical systems, or instructional design are a plus./li/ulpExperience:/pulli35 years of experience in technical support, application support, or technical training/li/ulpMinimum Requirements/Qualifications:/pulliExperience delivering products and system-based training in a customer-facing environment./liliExperience with CRM systems, ticketing tools, and knowledgebase platforms/liliPrior experience in training, coaching, or mentoring technical teams preferred./liliStrong technical aptitude with ability to simplify complex concepts for learners./liliExperience in troubleshooting workflows and customer issue resolution/liliStrong analytical skills to interpret support data and identify training needs./liliFamiliarity with AI tools for content creation, knowledge management, or support automation preferred./liliThrives in a fast-paced, collaborative environment, efficiently works under pressure, within deadlines or other essential time constraints./liliExcellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization./liliStrong work ethic and an ability to excel within a rapidly changing and growing organization./li/ulpCompensation Benefits:/pulliSalary Range: $65,000-$78,000, depending on location, experience, and qualifications./liliBenefits coverage begins day 1, including the following: olliMedical, Dental, Vision Insurance/liliDisability Insurance/liliLife Insurance/lili401(k) company match/liliPaid Time Off (15 days annually)/liliPaid Holiday time (10 company-designated days)/liliTuition Assistance/liliAdditional benefits available with company package/li/ol/li/ulpThis position has not been approved for Relocation Assistance./ppThe above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it./ppAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status./p/div