Southern California Edison Training Specialist 2 in Irwindale, California
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About Customer & Operational Services
Southern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.
The Training Specialist 2 is required to deliver the technical training for CS Customer Contact Center and/or Revenue Services Organization and other office clients as needed. Training Specialists will provide necessary training to frontline, back office and vendor employees to ensure they will be ready to serve our customers. They will work with project and development teams to understand the training requirements and also assist with development of the training curriculum. They will also work with the Knowledge Management team and utilize the KM analysis to maintain and review training curriculum.
Deliver specialized training to CCC & RSO organizations. (i.e. New Hire, Refresher, New Releases & Ad-hoc). Training can be conducted in a virtual setting or classroom.
Utilize adult learning principles to create a learner-centered environment to ensure maximum training effectiveness
Partner with E&LD Instructional Designers as a Subject Matter Expert (SME)
Develop high level technical training material and/or presentations
Serve as technical training subject matter experts and provide context for training manuals. Research and review materials to ensure training is properly targeted for technical training programs. Review materials for accuracy and appropriateness for clients and provide recommendations as needed. Study curriculum to ensure professional and accurate delivery
Provide instructional design and develop course curriculum using the most effective development tools (i.e. blended learning, CBTs & videos)
Analyze post evaluation and recommend areas of improvements and work with KM team to identify training opportunity and enhancements
Five (5) or more years of experience in designing and developing technical training courses and evaluating training programs, methods, and materials to choose the best fit for each course
Two (2) or more years of experience in assessing training needs through surveys, employee interviews, focus groups, or consultations with managers, instructors, or customer representatives
Experience selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
Advanced degree in business administration, social science, training and development, human resources, education, or instructional design
Knowledge and experience using CWO and/or CSS desktop applications, Microsoft Word, Excel & PowerPoint.
Extensive knowledge of current CCC & RSO policies, procedures and rates.
Interpersonal skills - Specialists need strong interpersonal skills because delivering training programs requires collaboration with instructors, trainees, and subject-matter experts. They accomplish much of their work through teams.
Creativity - Specialists should be creative when developing training materials. They may need to think of and implement new approaches, such as new technology, when evaluating existing training methods.
Experience developing alternative training methods if expected improvements are not seen.
Experience evaluating alternative modes of training delivery, such as in-person or virtual to optimize training effectiveness, training costs, or environmental impacts.
Ability to obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials.
Ability to present information using a variety of instructional techniques or formats, such as role playing
Ability to attend meetings to obtain information for use in training programs or to inform management of training program status.
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
The primary work location for this position is the Gateway Business Center in Irwindale, CA; however, the successful candidate may also be asked to work for an extended amount of time at the Irwindale Business Center, the Rancho Cucamonga Regional Office and out of state.
Relocation does not apply to this position.
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.