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Learning and Development Facilitator

3 weeks ago

Mount Waverley, Australia Techtronic Industries (TTI) Full time

Techtronic Industries (TTI) is a global organisation, a world-class leader in quality consumer and professional products marketed to the home improvement and construction industries. The TTI brands like MILWAUKEE, RYOBI, AEG, VAX and many other are recognised worldwide for their deep heritage, superior quality, outstanding performance and compelling innovation.

Through an ongoing company-wide commitment to cordless technology, innovation and strong customer partnerships, TTI consistently delivers exciting new products that enhance customer satisfaction and productivity. We are committed to ensuring our people have a great experience at TTI, so in addition to an exciting and challenging role we also provide:

- Competitive remuneration package
- Modern office/workshop with onsite parking
- All the tools of trade provided
- Exposure to world class technologies
- Generous discounts on company products for multiple brands

TTI is currently seeking a Learning and Development Facilitator to join our team in 31 Gilby Rd, Mount Waverley, VIC, 3149. Reporting to the Head of Customer Service, your key duties will include:
**Sowho are we?**
Techtronic Industries (TTI) is a global organisation and world-class leader in quality consumer and professional products marketed to the home improvement and construction industries. TTI's portfolio includes market leading brands such as Ryobi, AEG, Hoover, Vax, Kango and Empire.

We are committed to ensuring our people have a great experience, in addition to an exciting and challenging role we also provide a range of great employee benefits including:

- **Personal Development**: Access to LinkedIn Learning and professional development programs.
- **Health & Wellbeing**: Paid Parental Leave and Employee Assistance Program.
- **Discounts & Perks**: Generous discounts on company products.
- **Social**: Recognition programs and social events to celebrate our team's achievements.

Reporting to the Head of Customer Service, you will facilitate training to customer service teams in Australia and in the Philippines ensuring high levels of service and competency are maintained.

You will be accountable for the Learning and Development function, designing, delivering, and maintaining learning journeys to enhance capability through blended learning solutions.

**What your day-today looks like**:

- Facilitate training to customer service teams through blended learning solutions
- Identifying training opportunities by
- Conducting training needs analysis, collaborating with key leaders across Customers Service to understand learning needs
- Collaborating with relevant stakeholders to identify, document and facilitate training for new processes
- Embedding yourself within the Customer Service teams, observing agent interactions
- Identifying learning needs from key support functions including Agent Assist, Technical, Product Experience, Quality and Voice of Customer
- Developing a competency matrix to document learning needs
- Develop and maintain training materials to support learning including facilitator guides, standard operating procedures, quick reference guides, online learning, videos, presentations, and participant materials.
- Create training schedules for Service Solutions areas that reduce identified skills gaps.
- Collaborate with relevant training roles across TTI to deliver training to multiple audiences.
- Connect learning artefacts to relevant platforms such as LMS, intranet and knowledge.
- Evaluate the effectiveness to training to make continuous improvement.
- Keep training materials current in relation to environment, technology, and process changes.
- Travel to Cebu to provide onsite product and process training.

**What you will bring to the role**:

- 3+ years in a learning and development role.
- Experienced in modern learning design practices.
- Strong stakeholder management and cross functional collaboration skills.
- Demonstrated participation in project environments/ projects.
- Experienced in conducting needs analysis aligned to business requirements.
- Ability to work autonomously and within a team environment.

If you are ready to join a growing organisation and be a part of an outstanding team, APPLY NOW