Technical Trainer

Job Description

Job Description

Company Description

Williams Lea, by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly.

The Technical Trainer works directly with clients and staff to oversee training workstreams for local, divisional and/or other training initiatives.  May be responsible for the oversight/supervisor of a small team of trainer(s) on day-to-day basis, or under special project needs.  Researches, designs, evaluates and delivers technical training courses for employees and/or clients, and ensures training goals and objectives are met within the agreed upon time, scope, budget and resource requirements.

Job duties

(* denotes an “essential function”)

• *Design, develop and conduct appropriate trainings and requisite materials (instructor- led and/or electronic) for employees and/or clients
• *Oversee training from start to completion, ensuring quality at all stages
• *Manage the client relationship, assessing needs, making recommendations and managing budget and timeline for training activities
• *Be the central conduit for all training communication and status updates
• *Develop and analyze performance and progress reports, which may include training statuses of requisite, contractual, compliance or various other trainings; provide to leaders, as needed
• *Build relationships with end users; manage their perception and expectations
• *Be accountable for overall financial performance of training projects against budgets
• *Work closely with managers, directors and clients to resolve escalated technical issues; escalate training and/or software concerns to appropriate stakeholders
• *Use expert knowledge and experience in technical training to interpret more complex and less clearly defined training needs to solve challenges in service delivery and/or to enhance/improve productivity, efficiency and client or user experiences

• *Develop and train more junior direct team members; assist in the development of various colleagues, as available/requested
• May supervise day-to-day work, expectations and output of more junior trainers
• Remain engaged with and aware of new technical developments in the field, with the client(s) and/or with account(s)/team(s) to ensure training materials and processes are relevant, timely and innovative
• Advise customers as to potential benefits, features and capabilities of new or revised training services, products and/or enhancements
• Periodically execute quality assurance testing for new software
• Assist in ad hoc training, calls or other communications to provide technical troubleshooting
• Develop pre-hire assessments in support of client/account needs, and partnering with appropriate stakeholders to bench and test validity/viability.  
• May participate in interviews for new employees, as requested

Job qualifications

• 5+ years of experience in full life-cycle training objectives and/or curriculum-building experience for technical services
• A Bachelor’s degree or equivalent; a combination of education and work experience can be substituted
• Proven customer service skills; able to create, maintain and enhance customer relationships
• Excellent written, verbal and presentation skills; able to guide training remotely and in person with audiences of various degrees of knowledge and sophistication
• Be highly organized, detail oriented and be able to multitask and prioritize workload under pressured objectives
• Adept project management experience; quality assurance testing experience is a plus
• Ability to establish objectives, assign tasks, track progress and lead training initiatives
• Strong interpersonal skills for working in a fast paced, team environment
• Expert knowledge of Microsoft Office (Microsoft Office certification a plus), especially document production and/or presentations; Expert in various Adobe PDF and/or Creative Suite applications (Illustrator, Photoshop as examples)
• Ability to quickly assimilate new technical and software skills to other software, as applicable
• Windows OS troubleshooting experience
• Knowledge of billing processes, and potential impacts of training to billing and financial targets 

• Must be able to meet deadlines and complete all projects in a timely manner.
• Ability to handle sensitive and/or confidential documents and information.
• Able to make independent decisions that conform to business needs and policy.
• Good problem-solving skills, with the ability and understanding of when to escalate a problem to a supervisory level.
• Must be able to interact effectively with multi-functional and diverse backgrounds.
• Must be self-motivated with positive can-do attitude.

Supervision

• Number and title(s) of direct reports (if any): May supervise 1 or 2 Technical Trainers
• Received: Senior Manager, Director

Job relationships

• Internal: This position works closely with the account teams and all levels of team members
• External: Client(s), Vendors

The range of pay for this role at the noted RRD location is  $28.70- $43.61/hour. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans