Service Trainer
Apple 2,224 reviews - Santa Clara Valley, CA

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Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

Service Trainer:
Responsible for instructing Technicians using a variety of techniques, including presentations, role-plays, hands-on labs, and self-paced study.
Key Qualifications
3-5 years relevant work experience preferred. Minimum 3 years technical hardware repair training or web development experience for a consumer technology company.
In depth technical experience with Mac OS X and Apple Hardware.
Apple Certified Macintosh Technician preferred.
Excellent verbal and written communication skill
Fluent in English and Portuguese, preferably Brazilian Portuguese but European Portuguese is acceptable.

Instruct Technicians on effective skills in Apple hardware repair, upgrades, and installations, software product knowledge, cross platform and Airport networking, customer care, procedure adherence, tools usage, and customer tracking systems
Maintain training rooms, ensuring rooms are equipped and set up with the necessary equipment to conduct classes, including computers, software, networking, peripherals, and audio/visual aids.
Manage classroom inventory processes
Provide input to course developers to define instructional objectives
Assist with the development of training materials, particularly in the areas of on-line service training, hands-on hardware repair labs, and interactive role-plays
Customize training materials as needed to ensure training meets the needs of specified on the job tasks
Meet instructional learning objectives through delivery of courses
Maintain extensive knowledge of course materials and deliver courses in a professional manner

Responsible for developing, updating and editing training content for the classroom and Technicians in the field
Develop content and deliver material that is used in the classroom to train Technicians
Update classroom content on the fly and then be able to deliver this in the classroom
Develop and update existing training material for Technicians in the field

Technical Support Trainer Specifics:
Responsible for instructing Service Technicians that provide technical support to Apple customers, using hardware and software troubleshooting techniques.

Responsible for developing our training content and keeping it current with our business needs.

Will work with the Team Leads to assess agent performance and develop performance improvement plans for technicians that are struggling to meet their full set of job requirements.

Travel, both domestic and international, required as part of this role.

Bachelor's degree (Education, Instructional Design, or Engineering) plus

About this company
2,224 reviews
Apple revolutionized personal technology with the introduction of the Macintosh in 1984. Today, Apple leads the world in innovation with...