Systems Trainer

At O'Brien®, we put our customer at the heart of everything that we do, serving more than 300,000 Customers each year, 24 hours a day, 7 days a week, 365 days a year. O'Brien is also part of Belron®, worldwide leader in vehicle glass repair, replacement and recalibration services, operating in 40 countries across 6 continents.**Scope**:
**Onboarding New Members**
- Developing and overseeing a systems training plan with each new Member, including coordinating and partnering with external Simpro trainers
- Delivering a training program for new Members in LaserPrO’ Enterprise software
- Ensuring initial systems and software setups are correct, tested and working as expected
- Training for Members on other core systems, such as Google Workspace

**Support Existing Members**
- Conducting a rolling audit of systems and processes
- Identifying areas of systems and process improvement
- Driving positive and proactive systems changes in existing Member businesses, being a change agent
- Assisting to train new staff that join a Member’s business
- Conducting regular education and training webinars on O’Brien systems for Members
- Managing systems & software support escalations

**Other Systems Training**
- Provide systems training and support as required to the E&P team and Glazing team

**Reporting**
- Ensure that weekly and monthly reports are completed and submitted in a timely manner

**Working Relationships**
- Internal relationships - Commercial & Systems team, Operations team, Recuritment team, Glazing team
- External Relationships - Electrical & Plumbing Members, Software Vendors

**Direct Reports**
- None

**Qualifications**:
**Desirable**
- None

**Experience and Attributes**:
**Essential**
- 3+ years of relevant industry and work experience
- Able to demonstrate ability to design and implement training plans
- A passion for technology and process improvement
- Excellent facilitation, presentation, written, and oral communication skills
- Can do attitude, with a willingness to learn and grow professionally
- Ability to work in a fast paced environment

**Desirable**
- Experience in managing projects from conception to execution

**Key Result Areas**:
Key Result Area

Definition/Context

Systems & Software

Developing and maintaining strong Systems & Software vendor contact and relationships

Delivering a structured systems training program for all new Members and their teams

“Champion” the adoption of both internal and external systems best practice

Ongoing Education & Training Support

Developing practical and informative resources and facilitating education, training and support to Members and their teams

Implementing a calendar of in-person and virtual training sessions on various systems to provide ongoing upskilling of Members and their teams

Conducting a rolling audit of Member systems to identify training and process gaps

Customer Service

Be proactive in delivering exceptional customer service to both internal and external stakeholders in a professional and timely manner in accordance with the Company’s customer service standards

Occupational Health and Safety

Individual employees must comply with requirements of the occupational health and safety (OH&S) legislation for their region and related OH&S procedures developed by O'Brien. Performance criteria:

- Follow safe work procedures established by O’Brien
- Follow the OH&S directions of your direct supervisor and O’Brien Management
- Where personal protective equipment is required to control exposure to hazards in the workplace, wear and maintain the equipment as directed by your supervisor or as described in O'Brien OH&S procedures
- Use other safety and emergency equipment provided in the
- Workplace as directed or as required in the O’Brien OH&S procedures
- When required, assist your supervisor and other workers in the risk assessment of workplace hazards
- Report injury or illness from workplace activities

**Competencies and Attributes**:
**Competency**

**Description**

**Delighting the Customer**

This behaviour is about the ability to put the customer first (external/ internal), ensure quality standards and identify ways to exceed the customer expectations.
- Understands the customer’s situation, gives quality service and provides clarification for others over difficult customer issues.
- Views everyone as a customer
- Puts self in the customer’s shoes
- Gives reassurance, e.g. “you have come to the right place, we will sort it out for you”
- Clarifies complex customer situations
- Takes pleasure in each customer being satisfied
- Takes personal responsibility for resolving customer problems and complaints
- Handles difficult customer issues by remaining calm, polite and suggesting possible solutions
- Challenge poor service standards

**Passionate and Resolute**

This behaviour is about working with a sense of total dedication, energy and enthusiasm, being firm and showing resilience in the face of pressures and problems
- Demonstr