If you have ambitions to be a part of a Best in Class organization and work among the very best talent in the industry on the most innovative products in the world, Samsung’s Retail Team is the place to be. The team is growing and taking on new ventures/opportunities to apply best in class partnerships to strengthen Samsung’s brand presence in the marketplace. The dynamic culture at Samsung offers both great challenge and great reward.
Training development professional responsible for the facilitation of all Samsung related products and soft skills training to achieve sales performance and sell through. Create and implement training programs that are designed to help team achieve desired program results. Work collaboratively and strategically under minimal supervision. May instruct, develop, or coach other professionals. Assist and actively participate in supporting overall training in assigned region
Role and Responsibilities
High School Diploma or equivalent with 6-10 years of directly related experience or Bachelor's Degree with 3-7 years of experience is preferred
2 years outside sales experience and 3-5 years of successful training experience, preferably within the direct consumer electronics area.
Proven track record in facilitation and a functional understanding of learning concepts.
Prior experience in technical training, training content development and/or product support required. Prior experience in the telecommunications and consumer electronics industries preferred.
Must be able to communicate effectively with various types of management levels within the SEA and external organizations.
Experience with planning, organizing multiple and complex assignments and projects.
Proficient with Adobe webinar platform, MS Office products including Word, PowerPoint and Excel.
Has a current passport for global travel
Duties and Responsibilities
Coordinate, implement and deliver tactical internal and external product customer support training and education plans to ensure superior customer service
Assist in the development of FAQ’s and troubleshooting procedures for assigned product areas. Assist in the design and assembly of training materials
Provide regional support to internal and external stake holders. Collaborate with proper stakeholders to produce comparative advantage training documents with competing OEMs
Provide assistance to team members when needed. Establish and maintain high customer satisfaction via Training Course Evaluation feedback. Continually look for opportunities to improve agent performance and quality through various training initiatives and processes
Applies advanced technical knowledge, soft skills development based on departmental principles and procedures. Performs work within company and regulatory guidelines
Reporting and scheduling training activities weekly. Showing ROI to stakeholders
Add in everything we wish we had or best practices currently in place within certain regions.
Analyze and collaborates on training gaps according to needs identified in the region
Attend, develop, and enhance
Cascade meetings (regional & district)
Large Format Trainings
New hire assistance
Ride along with new hires when possible
30 day follow up to identify training gaps and create SMART action plan
Talent identification and partnership with MM/DM/RM
Analyze data and produce training strategy based on available reporting
Representative Recommendation Rate (RR) improvement
Representative Knowledge (RK) on our key unique selling points of each product
Launch support analysis and follow up training
Complimentary products (Android, etc.)
Competitive products (Launches, UI, etc.)
Carrier partnership responsibilities
Trainer alignment with external trainers
Specific training to carrier needs
Identify partner objectives and help create regional training strategy
Development roadmap on soft skills/leadership
Market Managers (Best Buy)
Field Sales Managers
Sales Experience Consultants
Skills and Qualifications
Necessary Skills and Attributes:
Develop and maintain excellent working relationships with all appropriate levels within and outside the company including SEA management, co-workers, and customer representatives.
Demonstrate competency in both oral and written communication modes for internal and external personnel at all levels, especially in customer support product training program delivery areas of clients, prospects, and company. Work independently and in a team environment, in order to achieve personal and team goals and complete assignments within established time frames.
Positive and creative mindset and willing to be open to development from peer and leadership.
Impeccable oral, verbal, and written communications and presentation skills.
Demonstrate excellence in time management skills and follow up to ensure meeting on time deliverables.
Work generally performed in an office, lab, warehouse, or user environment. May operate PC and product test equipment between 50% - 100% in an alternating sedentary and highly mobile position.
Lift, move, or adjust general test equipment, boxes, supplies, materials or products weighing up to 50 pounds using proper materials handling equipment and procedures.
High level of visual acuity, numeric/character distinction and moderate color distinction for accurate test equipment operation, for information analysis and error recognition. High hand/finger dexterity with fine motor coordination skills to perform electronic component repair work. Machines, tools, equipment, and work aids representative and commonly associated with electronic component test, assembly and repair work including test equipment, testing devices, technician hand tools, cables, etc.; first aid kit is available and prescription safety glasses are required in certain test areas.
May require working additional hours beyond normal schedule. Travel varies, but can be up to 80% during heavy business periods. Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities.
Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law.