Technology - Trainer & Support Specialist

Guadalajara, Jalisco, Mexico
MXN 70,000

Monroe Consulting Group Mexico is recruiting on behalf of one International Company who provides integrated post-harvest solutions and services to the global fresh produce industry. The company’s mission is to enable its customers to improve returns, gain operational efficiencies and ensure a safe food supply via the application of smart, useable technologies. Our respected client is seeking a Technology – Trainer & Support Specialist (Food equipment) profile with at least 5 years of relevant experience in delivering training courses and training content and experience working in a technology driven industry.
Position Purpose

This role is a key member of the local support team for our customers in Mexico. The role’s primary focus is twofold. Firstly, this role is responsible for delivering training and expert level support to external and internal customers on the use of equipment throughout the Mexico region.

Secondly, engaging the customer base and working with customers to understand the asset lifecycles of their equipment and troubleshooting issues and respond with timely communications and effective solutions will form a key part of this role.

• Adopt a customer-centric approach and take pride in delivering an exceptional level of customer services
• Create and deliver engaging and interesting training course content for internal and external customers.
• Create training-related activities and exercises that keep customers engaged
• Unearth opportunities for further training during customer engagements.

Product and Industry Knowledge
• Conduct research of industry and market standards and ensure we are consistent with best practice approaches
• Contribute to Company’s online presence with knowledge base articles, webinars, online courses etc.

Standardization of Operational Practices
• Provide feedback to Global content team and other departments within Company
• Adapt existing content to suit regional requirements, then share these learnings with other Technology Trainers
• Manage regional-specific training materials (version control etc.)
• Adhere to Company document standards (formatting, naming conventions)
• Assist with Productization of training packages.

Training Delivery
• Ensure all training is compliant with Company H&S practices
• Ensure training delivered is suitable for multiple mediums, one on one, instructor lead, online etc.

Field service
• Providing customer support on the high tech and complex Inspection products
• Identifying parts for customers through the structured parts ID process
• Managing advanced faults through to resolution.
• Tier 2 technical escalations for the technical service team
• Meet utilization KPI’s as set by the Regional Service Manager
Business Development
• Collaborate on service modernization projects with the Global line of business team
• Customer base management in conjunction with Regional Customer plans

Health & Safety
Comply with all legal requirements and Company standards to provide a safe workplace for all. Furthermore, take all practicable steps to ensure your own and others’ safety at work by ensuring that:
• your actions or inactions do not cause harm to themselves or any other person;
• follow all lawful safety instructions; and
• report all hazards and incidents in the workplace.

• Complete administrative tasks in an accurate and timely manner
• Observe and comply with policies, procedures and quality management systems
• Observe and comply with our code of conduct
• Positively and actively support effective communication, encourage and provide constructive feedback
• Support the overall organisational vision, values and culture
• Assist others with the selection of approaches, methods and/or services as required
• Any other reasonable duties as required.

Competency Profile
• Quality and Accuracy: Ensures quality of work adheres to company standards at all times.
• Customer Focus: Recognise and ensures that high quality service is delivered to the customers at all times.
• Attitude Work Ethic and Teamwork: Works as an effective member of the team towards achieving the team goals, and demonstrates an appropriate work ethic at all times.
• Initiative and Problem Solving: Demonstrates appropriate levels of initiative by thinking outside the box and providing appropriate suggestions or implementing changes as appropriate.
• Time Management/ Flexibility and Multitasking: Manages workloads within appropriate timescales, making use of available tools and resources.
• Professionalism: Behaves in a professional and ethical manner at all times. Reflecting the appropriate company image.
• Communication: Demonstrates effective written and oral communication both with internal and external customers.
• Sensible Spending: Ensures appropriate use of company resources at all times.
• Productivity: Achieves the company set productivity targets.

Required skills/abilities
• Technically minded with the ability to translate key messages and learning outcomes to non-technology minded people
• Ability to develop a high-level understanding of Company equipment including parts identification
• Familiarity in creating engaging training content, technical documents etc.
• Ability to instill confidence in individuals and groups
• Experience delivering remote training
• Ability to quickly understand and communicate technical concepts Proficiency in Microsoft PowerPoint and Word
• Self-motivated, ability to work independently and in a distributed, global team environment
• Strong customer focus
• Excellent organisational skills

• Experience in delivering training courses and training content

• Experience working in a technology driven industry or role
• Experience of offering tier two level support in a previous role
• Ideally background/ experience in delivering professional training programmes

Travel: • Travel regionally – up to 80% of the role
• Domestic and international travel
• Must have or be able to obtain a valid passport and be able to travel internationally

Driving: • Ability to drive without restrictions

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