technical training and performance Management smeSunpower | Maxeon

Do you want to change the world? We do, too.
With more than 30 years of proven experience, SunPower is a global leader in solar innovation and sustainability. SunPower is a company with a rich heritage of pioneering the best energy technologies in the world. You have the opportunity to join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space. SunPower has facilities in the US, Europe and Asia, and we are seeking talented people to join us in building a clean energy future.
Our unique approach emphasizes the seamless integration of advanced SunPower technologies, delivering complete solar solutions and lasting customer value. We are passionately committed to changing the way our world is powered, and we are guided by our legacy of innovation, optimism, perseverance, and integrity.
Widely recognized as the world's standard for solar, SunPower produces the world's highest efficiency solar products. Our quality and reliability standards far exceed those of any other company in the industry.
In order to unlock shareholder value, accelerate innovation and enhance customer value, SunPower will separate into two independent, publicly traded companies, strategically aligned and complementary, focusing on distinct offerings. Newly-formed Maxeon Solar Technologies will be the leading global technology innovator, manufacturer and marketer of premium solar panels, carrying on the decades' long legacy in setting quality and performance standards.
As we look to the future, we are seeking a world-class Technical Training and Performance Management SME based in ROHQ, Binan, Philippines. In an industry that is reshaping the world's energy future, there's no better place to be than SunPower. Are you ready to change the way our world is powered?
SUMMARY OF ROLE
The Technical Training and Performance Management Program Lead is responsible for the Product Specific Training related to the Technical Support Engineers who acts as subject matter expert on Technical Support Product Knowledge and program updates, facilitating hand-off of feedback for training requirements. The Technical Training and Performance Management Program recommends, formulates, and Implements policies and strategies for the improvement of employees' performance as well as coordinates and facilitates communication of all performance improvement initiatives to all employees. The role reports to Customer Care Training and Quality Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned):
Technical Training
Act as subject matter expert on Technical Support Product Knowledge and program updates, facilitating hand-off of feedback for training requirements (process updates, refresher courses or remediation, etc). Conducts skills, technical, management and staff development training courses
Devise technical training programs according to organizational requirements
Prepare training material (presentations, worksheets, e-learning, etc.)
Execute training sessions, webinars, workshops etc. in groups or individually
Contributes to the assessment, analysis, design, and delivery of training initiatives.
Deliver program-specific training to newly hired employees.
Create and develop training content curricula relevant to both newly hired as well as tenured members of the team.
Deliver continuous training to agents in production
Identify training needs based on current agent level performance and recommend training solutions and address needs and develops new training materials and/or revises current material to ensure business unit or group training needs are met.
Interacts with functional organizations to develop specifications for content of courses.
Conducts follow up training courses to determine applicability of course material.
Document and complete training reports and update relevant training trackers.
Perform periodic assessment of classroom/facilitation skills of Training Focal.
Facilitate Training Courses for Foundation Training Track
Performance Management
Recommend, formulate, and Implement policies and strategies for the improvement of employees' performance.
Monitor compliance in performance management activities across all accounts/departments
Provide strategic guidance on the performance management policy
Coordinate and facilitate communication of all performance improvement initiatives to all employees
Create reports on compliance and improvement in performance management
Monitors employment status of probationary and project employees
Conducts Communications Quality Evaluations
Provide Performance Coaching to Front Line Support
Acts as Communications Coach
Conducts Integrated coaching for Frontline Employees
Provides critical ad hoc operations/process analytics requirements.
Proactively develops and keeps up-to-date in-depth knowledge about the business processes supported by the team.
Process Improvement * Design, implement, and continuously improve on a Training process flow that will ensure compliance and improve quality of Training content and delivery.
Set and spearhead clear process improvement plans. Explore possible improvements to the department's quality assurance key initiatives.
Identify issues and facilitate identification of solutions, and escalate as necessary to direct supervisor
Lead Project Initiatives
Apply qualitative and quantitative techniques to interpret the data and produce substantiated recommendations including graphical representation of trends and performance.
Maintain Customer Care Knowledge Base System
Perform additional tasks assigned by Manager.
RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS
Minimum requirements - The least amount of skills and training candidates must have to do a specific job. Candidates not meeting these requirements will not be hired for this position. * Education:
Candidate must possess a bachelor/college Degree in engineering, preferably in the field of electrical, electronics, communications, mechanical. Candidate should have the knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
IT tools - Standard Microsoft office applications (Word, Excel, and PowerPoint)
Excellent communications skills in English, both spoken and written are paramount, as is the ability to listen and comprehend
Excellent diagnostics capabilities and troubleshooting skills, having a logical and analytical mind and personality and capable of working within a team and under high-pressure
Experience in electronic equipment.
Languages - English fluency - written and verbal required.
Preferred requirements * Experience: 3 - 6 years in office/professional environment
Skills/ competencies:
Experience in a call-center/support role is required
Required: at least two years Contact Center Training background
Understanding and awareness of customer needs and willingness to act on the urgency of the requests
Mindset to deliver analysis and reports according to requirements and defined schedule
Can work under minimal supervision
IT tools -Prior use of Salesforce or similar applications would be an advantage.
CRM Software experience is a plus.
Exposure on Six Sigma, Lean, and 8D Problem Solving Methodology
Jobs2Web

Europe Philippines
Permanent
Full-time