Customer Trainer
Southwest Power Pool, Inc. - Little Rock, AR

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The Customer Trainer is responsible for various reliability-related training services provided by SPP. The ability to facilitate training sessions and work with subject matter experts across the company and with member company employees is expected. The position requires extensive contact and work with employees at all levels. The position also requires working relationships with SPP members.

Responsibilities: Analysis :
  • Conduct thorough analyses with stakeholders prior to the development of training to ensure the content is aligned with the need
  • Work with Compliance and other stakeholders to identify training needs necessary to support mandatory Compliance, and Regulatory projects
  • Assure the maintenance and accuracy of existing training
  • Analyze regional system restoration and emergency response needs
  • Consulting/Facilitation/Coordination:
  • Support increased regional training efforts (e.g., net conferences, classroom, drills)
  • Provide consultative role with members regarding PER-005-1
  • Work with vendors to facilitate knowledge transfer from consultants to in-house subject matter experts
  • Coordinate with training staff on the design, development, implementation, and evaluation of all learning events
  • Coordinate with web-based training specialist on:
  • Determining the most effective online content and e-learning opportunities
  • Script development
  • Determining most effective (interactive) presentation of content
  • Support the expanded use of Dispatch Training Simulator (scenario-based)
  • Work closely with the Operations Training Working Group (OTWG)to ensure training is meeting the needs identified
  • Coordinate and conduct new member training on the Dispatcher Training Simulator (DTS)
  • Work with the DTS engineer to ensure seamless integration of the training simulator into each restoration drill, Emergency Response Drill, REOPs and/or associated Net Conferences
Design and Delivery:
  • Work with SPP Operations and performance support trainers, SPP regional trainers, SPP market trainers, Communications department, instructional designer, and other stakeholders to ensure the timely development of training
  • Work with regional trainers and the OTWG in the design of event-specific scenarios for restoration drills, emergency response drills, and operator continuing education training
  • Design and deliver training associated with upcoming standards
  • Work with stakeholders to identify and design training on tools (e.g., OATI tagging, RSS, e-Terra Vision, etc.)
  • Work closely with other Customer Trainers on the design, development and delivery of the System Operations Conferences
Measurement :
  • Measure and monitor success of customer training programs including drills, online courses and System Operations Conferences
  • Accurately and thoroughly document training projects, ensuring the documentation meets all regulatory requirements
  • Design and develop authentic assessment tools for each training session that adhere to NERC Continuing Education requirements
  • Utilize Learning Management System to produce online exams and reports
  • Maintain accurate and up-to-date training records for NERC Continuing Education requirements
  • Document training such that all necessary evidence for compliance is recorded and readily available for auditing
Other :
  • Participate in special projects as assigned
  • Provide training assistance in areas of expertise to other employees, as needed
  • Administrative (e.g., e-mails, documentation, etc.)
  • Manage training costs

Requirements: Qualifications
  • Education & Experience Requirements:
  • Bachelor's degree, preferably in a business-related or education/training-related field
  • Sr. Customer Trainer - Six (6) years of training and/or performance support experience
  • Customer Trainer III - Five (5) years of training and/or performance support experience
  • Customer Trainer II - Three (3) years of training and/or performance support experience
Required :
  • Deep understanding of the systematic approach to training
  • Working knowledge of NERC Reliability Standards, SPP Criteria, the SPP OATT, and FERC regulatory orders of regional significance to SPP
  • Oral and written communications, presentation skills, and training development skills
  • Ability to manage multiple tasks, a large volume of work, and stringent deadlines in a fast-paced environment
  • Ability to facilitate training sessions and work with subject matter experts across the company and with member company employees
  • Adaptability and strong analytical skills
  • Flexibility and the ability to function with constantly changing and multiple priorities
  • Good organizational skills
  • Evidence of self-initiative, self-direction, motivation, as well as critical and creative thinking skills
  • Knowledge of SPP Operation systems
  • Training experience related to energy markets
Travel Requirement:
  • This position requires minimal travel (approximately 10%)