Acosta USA (Florida)

  • Trainer, Field Operations

    Work State US-CA-Los Angeles
    Job ID
    2019-157163
    Work City
    Los Angeles
    PCN
    220457
    Position Type
    Regular Full-Time
    Work Zip
    90001
    Starting average hours per week
    37.5 +
  • Overview

    The Field Operations Trainer will perform and implement training at Store Visits and Assessments for Samsung Authorized Walk-In-Service Repair locations while working with groups inside and outside of Samsung. Become a trusted liaison between the Authorized service provider and Samsung to determine ways to improve the repair experience for the customer. Examine, Inspect and Identify areas of opportunity during Store Visits and Assessment and suggest corrective actions in addition to provide in-store technical training to drive performance improvements. This role will be responsible for ensuring maintaining and stabilization of repair operations at store level.

     

    The incumbent(s) in this position should exhibit the following ACOSTA values:

    People Minded – Must show dignity and respect to all people
    Integrity – Must exemplify the highest degree of ethical behavior
    Results Oriented – Must show passion, pride and commitment to succeed
    Trust – Must be honest, sincere and confident
    Teamwork – Must build trusting relationships
    Innovation – Must progress through a combination of creativity, common sense and vision
    Balance – Must maintain an optimistic attitude and keep perspective on what is important in life

     

    Responsibilities


    Essential Functions of this Position (list in order of most important to least important):

    1. Act as regional POC between servicer and Samsung Internal Operations team
    2. Plan, schedule and execute store visits, complete Store Visit and Assessment forms based on criteria provided and submit to the FOS in a timely manner – done with extreme detail orientation and timeliness
    3. Identify areas where requirements are being met and areas of deficiency or opportunity for training implementation. Work with the FOS to suggest approaches and ways to implement training / corrective action that will positively improve and impact performance
    4. Conduct initial store readiness visits to ensure repair location is ready for Samsung Authorization prior to launch
    5. Analyze KPIs performance to determine trends, corrective action opportunities and identify underperforming locations.  Provide regular updates for what is being seen in the field to the FOS and Samsung’s Internal Operations teams. Champion best practice and act as a conduit for escalations, improvement and additional support requirements
    6. Based on findings of opportunities and strengths, provide in-store trainings at store level to improve repair speed, repair quality, and overall repair metrics and customer service
    7. Report to the Field Operation Supervisor (FOS) as the field point of contact for Store Visits and Assessments
    8. Thoroughly understand Samsung’s Internal Standard Operating Procedures (SOPs) and identify and explain those processes to Authorized Repair locations as needed
    9. Attend weekly calls with FOS and Internal Samsung Operations team
    10. Other duties as assigned by the Samsung Internal Operations team or FOS.

     

    Qualifications

    Minimum Education Requirements:

    • Bachelor’s Preferred or Associate Degree

     

    Experience Requirement (i.e. 5 yrs category mgmt or 3 yrs food brokerage):

     

    • 5+ years’ experience effectively trains individuals or groups on processes, metrics, and mobile phone repair with proficient understanding in electronics, circuitry, and hardware theory
    • Preferred Associates Degree from an accredited technical school, junior college or equivalent college or university education in a technical engineering field of study or equivalent work experience
    • Proven ability to read, interpret and explain Key Performance Indicators (KPIs) while understanding what factors may impact them
    • Experience traveling 75% of time (plane and/or car) visiting stores within immediate region and/or stores within assigned region. Coordinate with the FOS and Samsung Authorized Repair locations scheduling Store Visits and Assessments
    • Experience with Microsoft Office Suite including: PowerPoint, Outlook, Word, and Excel
    • Experience assist in planning, monitoring and/or managing budget in functional area of department
    • Previous project management experience a plus.


     
    Knowledge, Skill and Ability Requirements (i.e. “plan-a-gram” software expertise, presentation skills):

    • Excellent verbal and written communication skills, with the ability to think critically and creatively
    • Ability to meet tight deadlines for timely release of materials
    • Meticulous attention to detail including clear and concise communication, commitment to producing quality product and deadline conscious
    • Self-directed, self-motivated and results-oriented
    • Ability to express complex processes or concepts in terms that are easy to understand
    • Ability to read and understand requirement documents and engineering specifications
    • Ability to quickly learn technical information and apply it in a fast-paced environment
    • Must be tech-savvy and enjoy working with interactive technology gadgets.

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