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Trainer, Technical Mobile Phone

Overview
Mosaic North America is a full-service marketing agency that delivers successful brand experiences for various high profile clients directly to the people who buy them. Ad Age recently included us in their Best Places to Work in Marketing and Media list, and we are about to expand our team!
We are currently looking for a Technical Mobile Phone Trainer to join our innovative, growing company.
The Technical Trainer will provide hands-on training for all levels of in-store service staff as part of the retail service and training team; this role will interface with multiple departments and may have opportunities to become more involved with higher-level projects. We are looking for a highly driven and collaborative technical trainer who will thrive in a dynamic, fast-paced environment.
Responsibilities
Deliver superior customer service to all in-store staff and customers
Provide new-hire and ongoing technical training to all levels of in-store staff (on site)
Provide weekly updates on training projects and store status
Maintain up to date knowledge of applicable repair standards and processes
Strong knowledge of adult learning theory, instructional design, meaningful measurement and evaluation, and multiple learning formats
Assist with calibrating and maintaining test equipment, test cables, and ESD safety equipment in accordance with calibration standards and compliance procedures; perform minor repairs, replacement or calibration of equipment or initiate contract repair or replacement orders
Demonstrate English language competency in both oral and written communication modes for both internal and external communications, especially in repair order work and troubleshooting activities
Utilize internal community to share improvements and experiences in product troubleshooting, failure analysis, diagnostics and repair techniques
Other duties as assigned
Qualifications
Preferred - Associate's 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
Minimum of 2 years of experience designing and facilitating successful technical training, ideally in a technical environment
Minimum of 6 months to 2 years of experience in the use of a combination of Radio Frequency (RF), digital circuitry, or electronic component testing and troubleshooting
Experience with electronic and test equipment such as DVM, Mobile station test sets and low voltage power supplies
Experience developing and delivering clear and concise content for product and technical training, including onboarding, major product releases, and continuing education
Experience working under minimal supervision and guidance to identify and ensure achievement of production team goals and to complete individual work assignments within established time frames
Mobile phone repair experience preferred
Call center or customer service experience preferred
Bilingual Spanish or any other language is a plus but not required
Ability to develop and maintain excellent working relationships with peers and supervisors within the department through regular interfacing with management for information exchange
Ability to gather and analyze data from multiple sources
Ability to plan and prioritize multiple work assignments
Ability to read, write, and prepare product repaid orders and service tickets and to comprehend technical repair manuals, test procedures, and technical product information
Ability to solve problems involving similar or related conditions where solutions are determined from available choices and well-established guidelines; job duties involve some innovation and analysis to resolve new product problems and to develop new troubleshooting techniques
Ability to effectively read and interpret schematic designs
Professional communication skills including ability to communicate policies and procedures
High level of visual insight and moderate color distinction for accurate test equipment operation, information analysis and error recognition
Ability to perform inspections of defects as small as 0.1 mm is necessary
High hand/finger dexterity with fine motor coordination skills to perform electronic component repair work
Ability to work with machines, tools, equipment, and work aids associated with electronic component test, assembly, and repair work including test equipment, testing devices, technician hand tools, cables, etc; first aid kit is available and prescription safety glasses are required in certain test areas
Occasionally work additional hours beyond normal schedule during peak workload demands
Ability to lift, move, or adjust general office equipment, boxes, supplies, materials, or products weighing up to 25 pounds using proper materials handling procedures
Mosaic North America is an Equal Opportunity Employer
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DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Mosaic reserves the right to modify all or part of any job descriptions at its discretion in order to meet and or exceed the needs of the business.
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