Director of Training
Job Summary
The Director of Training will play a critical role in the early success and long-term development of our most valuable asset, our people. They will develop and deliver curriculum, courses and content through a variety of communication mediums, with consideration for the fast-paced nature of the job(s) and the mobile nature of our of technicians. This person will review the current learning and development procedures and standardize training to address subject matter ranging from safety and technical knowledge to sales practices, presentation skills and leadership development. The objectives are straightforward - improve performance and help develop the industry's best technicians and managers!
Key Job Responsibilities
Reporting directly to the Atlantic Region President and working closely with department managers the Director of Training will identify and implement training, coaching and development that help our employees deliver quality, outstanding service and improve metrics and performance.
Develop Industry Leading Training
- Create training programs for service, sales, installation, administrative, and leadership departments to be implemented by local managers at locations across the region
- Conduct intensive multi-day training sessions at newly acquired businesses
- Perform regular assessment of training needs, training delivery, and training results
- Develop supporting pre-work and ongoing follow up training to emphasize learnings across channels
- Identify opportunities for operational improvements that increase field safety, efficiency, and quality
Improve Performance Metrics
- Target conversion percentages, average invoice, raise gross margin, reduce callbacks
- Increase service and customer satisfaction quality
Impact the Leadership Team
- Help all managers and leaders develop their ability to develop a Learning and Performance culture - i.e. Train the Trainers
- Capture buy-in from all key leaders
- Connect specific value in training and coaching to operational metrics and results
- Work with Apex leadership to share best practices across the network
A successful candidate will have the following criteria & competencies:
- Proven experience in Field/Home Services or related industry
- Success in balancing immediate training needs with pragmatic understanding for "real life" business considerations
- Bachelor's Degree preferred
- 3+ years' experience analyzing KPI's and adjusting business behaviors to positively impact outcomes
- Able to captivate an audience, large or small
- The "executive presence" to be part of, and influence, the senior management team
Candidate Characteristics
- Highly motivated, comfortable working independently, self-starter
- Excellent coaching skills coaching
- Skilled in creating and managing metrics
- Strong experience in leading / driving people teams toward customer satisfaction and sales growth goals
- Excellent interpersonal ability
- Able to operate effectively even when information may be incomplete or limited
- Excellent time management and organizational skills