Client Trainer & Help Desk Supervisor

OVERVIEW & PURPOSE

Responsible for activities designed to increase client satisfaction levels and increase market share for the company by performing the following duties.

ESSENTIAL FUNCTIONS

1. Work with the sales rep, operations, and help desk to schedule client training appointments as needed throughout the month.

1. Drive your personal vehicle toscheduledclient training appointments throughout a multi-state territory.

1. Facilitate training for clients before, during, and after they enter into an agreement with the company for office systems and related services.

1. Displays ordemonstratesproduct, using samples orcatalog, and emphasizes salable features.

1. Instruct employees or purchasers in use of the system.

1. Create instructional material, handouts, and PowerPoint Presentations to aid in the training of equipment and software.

1. Assistsnetworkengineerwith installation of multifunctional networkproductsas necessary.

1. Support the software applications associated with our products. Client trainers should fully understand the applications and support both the sales representatives and our clients.

1. Perform periodic training for the sales teamatthe direction of management. This could include, but is not limited to, software applications, new products,special features, etc.

1. Investigates and resolves client problems.

1. Attend trade shows and company sales meetings.

1. Other duties as assigned.

COMPETENCIES

1. Proficient computer skills, Windows and Apple operating systems, Microsoft Office Suite, and instructional software.

1. Mustmaintaina good working knowledge of all equipment the company sells.

1. Ability to read and interpret documents such as safety rules,operatingand maintenance instructions, and procedure manuals.

1. Ability towriteroutine reports and correspondence.

1. Ability to speak effectively before groups of customers or employees oforganization.

1. The ability to be flexible but organized will be beneficial in day-to-day operations.

SUPERVISORY RESPONSIBILITY

1. Lead Client Training Team members

1. Day-to-day guidance and best practices

1. Manage Client Trainer schedules based on

1. Logisticsefficiency

1. Team workload

1. Account Size

1. Account Familiarity

1. Technical Familiarity

1. Develop / Measure / Monitor training staff's KPI

1. Train new Trainers hired

1. Establish ongoing Technical Knowledge/Educational standards

Additional Responsibilities

1. Oversight of "Call Flow" for all inbound calls to Trainer / DSE / Service teams.

1. Review incoming Site Surveys and develop strategies to enhance the accuracy and efficiency of the site survey process

1. Manage Help Desk call flow / responsibilities as seen fit

1. Ensure Vision Center has proper training for call dispatch accuracy

1. Develop KPI's around call accuracy for continuous improvement of efficiency and effectiveness

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

POSITION TYPE & EXPECTED HOURS OF WORK

NON-EXEMPT

This is a full-time, non-exempt position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m.

TRAVEL

This position requires frequent travel between company branches and customer sites.

REQUIRED EDUCATION & EXPERIENCE

High school diploma or GED, or equivalent years of experience; or one to three months related experience and/or training; or equivalent combination of education and experience.

ADDITIONAL ELIGIBILITY QUALIFICATIONS

1. Current driver's license.

1. Access to vehicle for job travel between company branches and customer sites.

1. Valid certificate of insurance with the minimum liability requirements set forth by the company.

1. Maintain andacquirefurther training and certification asrequired.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL OPPORTUNITY EMPLOYER

Modern Office Methods provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.