HM ElectronicsJob Category: Customer Service / Support
Requisition Number: PRODU003767
Full Time
Hybrid
Carlsbad, CA 92010, USA
Job DetailsDescriptionHME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. At HME you will have the opportunity to learn and grow while developing our future products. Come join our team!
We are currently recruiting for a
Product Training Specialist.What you will do in the position:- Technical Support and Troubleshooting
- Creates and executes process to ensure our external service providers and domestic installers have enough technical information to effectively install, service and represent HME products.
- Ensures that we secure HME intellectual property and that it is not disclosed to unauthorized entities
- Ensures service strategy supports HME sales strategy.
- Diagnoses and resolves technical issues at customer locations, on the telephone, via email, or over teleconferencing mediums as needed.
- Works with Engineering, Product Management, Tech Support and Sales to resolve technical problems as requested.
- Audits domestic and international certified installers to ensuring they meet HME standards.
- Technical Product Training
- Develops and updates product training material to include customers, third party installers, dealers, and distributors beyond basic "how-to" sessions to teaching the underlying logic of systems, which helps field techs troubleshoot more effectively.
- Conducts technical product training to various audiences including employees, customers, end-users, third party vendors, third party installers, dealers, distributors, facilitating high-engagement virtual workshops using interactive tools (polls, quizzes, simulations, and virtual labs)
- Meets with customers to install and monitor test installations and product approvals.
- Creates and maintains training logs and recertifications for all trained personnel as required analyzing training impact data and metrics to prove learning outcomes and business ROI.
- Product Approval and Testing
- Assists Product Marketing and Sales with product approvals by visiting customer test/approval locations, providing feedback and recommendations as required.
- Customer Satisfaction
- Conducts audits and creates feedback capability with end customers and monitors feedback to ensure dealer, installers, and distributors effectiveness of installing and troubleshooting HME products.
- Work with Sales team at tradeshows and other events are requested.
- Performs all other job responsibilities as assigned.
What you will need to succeed:- Qualifications
- Strong customer service skills
- Proven record of resolving technical issues
- Strong verbal and written communication skills
- Strong working knowledge of PowerPoint and other training development tools
- Strong data analysis skills
- Positive, poised, professional, and helpful presence
- Experience
- 2 years related technical experience
- 1 year of developing and/or conducting training
- Use of digital tools such as Articulate, Teams, LMS training systems
- Education
- Associates Degree or Trade School Certification
- Travel
- Ability to undertake domestic and international travel (20-30%) for multi-day on-site
assignments at customer or distributor facilities.
- Ability to work overnight shifts
The posted pay range, $28.70-$38.27/hour, is what we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision, and dental coverage, pet insurance, life insurance, and 401K contributions.
The physical demands and work environment 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. The employee will occasionally lift and move up to 50 pounds with assistance.
Job DetailsDescriptionHME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. At HME you will have the opportunity to learn and grow while developing our future products. Come join our team!
We are currently recruiting for a
Product Training Specialist.What you will do in the position:- Technical Support and Troubleshooting
- Creates and executes process to ensure our external service providers and domestic installers have enough technical information to effectively install, service and represent HME products.
- Ensures that we secure HME intellectual property and that it is not disclosed to unauthorized entities
- Ensures service strategy supports HME sales strategy.
- Diagnoses and resolves technical issues at customer locations, on the telephone, via email, or over teleconferencing mediums as needed.
- Works with Engineering, Product Management, Tech Support and Sales to resolve technical problems as requested.
- Audits domestic and international certified installers to ensuring they meet HME standards.
- Technical Product Training
- Develops and updates product training material to include customers, third party installers, dealers, and distributors beyond basic "how-to" sessions to teaching the underlying logic of systems, which helps field techs troubleshoot more effectively.
- Conducts technical product training to various audiences including employees, customers, end-users, third party vendors, third party installers, dealers, distributors, facilitating high-engagement virtual workshops using interactive tools (polls, quizzes, simulations, and virtual labs)
- Meets with customers to install and monitor test installations and product approvals.
- Creates and maintains training logs and recertifications for all trained personnel as required analyzing training impact data and metrics to prove learning outcomes and business ROI.
- Product Approval and Testing
- Assists Product Marketing and Sales with product approvals by visiting customer test/approval locations, providing feedback and recommendations as required.
- Customer Satisfaction
- Conducts audits and creates feedback capability with end customers and monitors feedback to ensure dealer, installers, and distributors effectiveness of installing and troubleshooting HME products.
- Work with Sales team at tradeshows and other events are requested.
- Performs all other job responsibilities as assigned.
What you will need to succeed:- Qualifications
- Strong customer service skills
- Proven record of resolving technical issues
- Strong verbal and written communication skills
- Strong working knowledge of PowerPoint and other training development tools
- Strong data analysis skills
- Positive, poised, professional, and helpful presence
- Experience
- 2 years related technical experience
- 1 year of developing and/or conducting training
- Use of digital tools such as Articulate, Teams, LMS training systems
- Education
- Associates Degree or Trade School Certification
- Travel
- Ability to undertake domestic and international travel (20-30%) for multi-day on-site
assignments at customer or distributor facilities.
- Ability to work overnight shifts
The posted pay range, $28.70-$38.27/hour, is what we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision, and dental coverage, pet insurance, life insurance, and 401K contributions.
The physical demands and work environment 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. The employee will occasionally lift and move up to 50 pounds with assistance.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
We are an Equal Opportunity/Affirmative Action Employer. We encourage Minorities, Females, Disabled and Veterans to apply.
We participate in the e-verify system.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a HM Electronics Human Resources Representative at 800.848.4468.
Equal employment opportunity, including veterans and individuals with disabilities.
PI281890231
