Partner Training and Support Specialist

About Xponent Power 

Xponent Power is a disruptive renewable energy company enabling widespread solar adoption in new markets that cannot be served by traditional solar solutions. We are currently looking for an exceptional leader to implement and manage our Customer Support and Installation Partner efforts. As a collaborative startup team member, you’ll play a key role in building exceptional systems and processes to meet current and future business plans as we grow our nationwide installation network.   

Do you thrive in a fast-paced environment where effective, customer focused operations are key? Are you passionate about building world-class products with strong partner relationships and a commitment to customer service? If so, we want to hear from you! https://xponentpower.com/

Job Summary

We are seeking a highly motivated Training and Support Specialist to join our team. In this role, you will play a key part in enhancing the competencies of our employees and installation partners by developing and delivering training of our products.  You will be responsible for conducting training needs assessments, designing engaging curriculum and learning materials, and overseeing all aspects of training interventions.

Your primary objective will be to develop high quality training tools, processes and procedures to ensure successful installations of our Xpanse solar powered awning. As a Training Specialist, you will collaborate with various stakeholders to identify training needs and develop targeted solutions to address them. You will also be responsible for evaluating the effectiveness of training programs and making necessary adjustments to ensure continuous improvement.

Additionally, you will provide oversight and assistance in tracking and ensuring a high standard of Install Performance, Customer Service and deficiency resolution. As a Support Specialist, you will collaborate with internal Xponent Teams and our Partner network to identify opportunities to improve shared goals and relationships. You will be a key component in product and process improvement.

To excel in this role, you should have a strong passion for learning and development, excellent instructional design skills, and the ability to effectively communicate and engage with employees at all levels. The Installation and Support Specialist is a public representative of Xponent, and should possess a deep commitment to Customer Service and relationship building. Your creativity, attention to detail, and organizational abilities will be critical in growing a high quality, service-centered network of Installation and Service providers.

Responsibilities

• Identify training needs by evaluating strengths and weaknesses
• Translate requirements into trainings that transfer skills and product knowledge to the install partners
• Build training programs using installation specifications, video content and on the job training techniques
• Collaborate in the production of all instructional materials, aids and manuals that align to the current product specifications
• Direct structured learning experiences and monitor their quality results
• Deliver training courses
• Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
• Stay abreast of the new trends and tools in employee development
• Monitor Product and Consumer support inquiries
• Work with Partners to meet and exceed Service SLAs and KPIs
• Participate in Partner Performance scoring and review
  
  

Requirements and skills

• Proven experience in designing multiple training events in a product installation, maintenance shop setting
• Extensive knowledge of instructional design theory and learning principles
• Proven ability to master the full training cycle from novice to expert
• Adequate knowledge of learning management software
• Familiarity with traditional and modern training methods, tools and techniques
• Ability to conduct cost-benefit analysis and calculate training ROI
• Customer Service or Account Management experience, preferably in a leadership role
• CRM data management and reporting; HubSpot, Salesforce, Monday etc
• Sound decision making and organizational skills
• Ability to present complex information to a variety of audiences
• Proficiency in MS Office and in database software
• Minimum of an Associate’s degree in Education, Training, HR or technical field
• Proficiency in reading and interpreting technical manuals and schematics
• Basic understanding of electrical systems and wiring diagrams
• Knowledge of networking protocols and configurations
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Excellent time management and organizational skills
• Attention to detail and accuracy

Education and Experience

·         Associates degree or Technical Certification in an applied field

·         3-5 years experience in installation or maintenance in the solar, RV, automotive or trucking industries

·         3+ years in a Customer or Client facing role

Other

·         Full-time position

·         Subject to Background Check 

·         Opportunity to work in a fast-paced and dynamic environment

·         Be part of a team that is passionate about innovation and excellence

·         Make a significant impact on the company's success

 

Benefits

·         Competitive salary and benefits package

·         Health, Vision, and Dental Insurance

·         Paid Time Off and Sick Days 

·         Paid Holidays

·         401k Program with company match

·         Company Paid Group Life Insurance

·         Long-Term and Short-Term Disability Insurance

·         Casual Dress Code

 

EEO Disclaimer

Xponent Power is an Equal Opportunity Employer and welcomes everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.