CustomCare Training Manager
This role working with the Head of Global Support will be responsible for the creation, implementation and ongoing management of a CDE - CustomCare Training Academy targeted at both the development of the global service team and training of plant operators. This role will be responsible for mapping out the program and engaging with other functions to support the development of content and the delivery of training were necessary. The training for plant operators will be packaged as a ‘CDE - CustomCare Training Academy’ and will provide training to all new plant operators for new projects and offer paid for additional training to customers on request along with various levels of training within the program.
In addition to the training role a secondary function will be establishing an HQ support function (Help Desk) which will utilize a CRM system (Sales Force Service Cloud) to provide remote support to CDE customers.
The use of data has become a key area of focus for CustomCare in the last two years, both from the perspective of understanding the performance of plants on site and internally in terms of using data relating to parts consumption. The leveraging of this data to improve CDE’s level of support will be key to the success of this role.
About the role
Responsibilities
Development of a robust competence matrix for each level of the service team
Creation of an in-house training program to develop engineers through each level of the competence matrix.
Training for service team will cover multiple different aspects including:
Wash plant process fundamentals
Mechanical service tasks
Electrical troubleshooting – basics and advanced as required by role
Commercial training – dealing with customers and spotting opportunities
Health and Safety training – task specific training, creation of robust RAMS
Plant commissioning
Training should include a clear competence assessment to verify that candidates have reached the requirements at each stage. There should be a clear feedback loop into the process.
Assist the service teams in the creation of clear method statements for standard tasks to give clear guidance for best practices.
Once content is created, co-ordinate translation of the training materials into relevant languages for the service team.
Utilize the content created for the service team training to develop a ‘CustomCare Training Academy’ for plant operators. This school should offer multiple levels depending on operator skill and experience.
Support marketing of the ‘CDE - CustomCare Training Academy’’ as a clear USP
Support the roll out of new equipment by providing training and support documentation.
Development of a suitable infrastructure for delivering a World class training program in HQ:
Dedicated area for practical training
Example sections of machines
Control panels for demonstrations
Mechanical components for disassembly and reassembly
Develop a longer-term plan on the roll out of training centers in regional hubs
Develop a robust and working “Help Desk” function which can provide first level support to CDE customers. This function will utilize CDE’s technology systems to provide “World Leading” remote monitoring and plant support.
Form a key part of CDE’s CustomCare management team, providing support as guidance as to world class training and support techniques.
Other
· To adhere to CDE policy and practice.
· To protect the confidentiality of all information and data held privately.
· To carry out any other duties within reason and capability associated with this role.
CDE Group
WE ARE CDE. ENGINEERED FOR YOU We empower our customers to transform waste into valuable resources through innovative co-creation, laying the foundations for the circular economy. We help our customers maximise their natural resources in the most sustainable way possible – with greater efficiency and less waste than ever before. Our unparalleled speed and scale are down to our proximity to our customers and our deep understanding of their challenges. Our track record of proven solutions consistently meets our customers’ needs precisely, operating in challenging environments from the Arctic to the Equator. Wet processing is our sole focus –our experience and expertise is unmatched in this field. Every day, in everything we do, we strive to do it right. We want to be the best at what we do and deliver the maximum benefit for our customers. We pull together, as a team, in pursuit of this common cause. Our “Customer for Life” mentality fortifies each of our projects, with CDE engineers delivering continuous, limitless support.
We recognise that it is our people that have established CDE as market leader in developing solutions for the wet processing industry both within natural materials processing and waste recycling sectors. OUR PURPOSE IS TO CREATE OUR BEST WORLD, A TON AT A TIME. To do that, we must continue to build our global team by adding the most ambitious, driven and talented people. We will challenge you, elevate you and broaden your horizons. We will help you to be the best you can be both personally and professionally. We are renowned for our energy and can do attitude…. and at times seemingly delivering the impossible. We also know that all the will in the world won’t take us anywhere unless we work together. And we like to have fun together - life’s too short and we spend most of it at work. If we lose the power to laugh, we lose the power to think. We will continue to add the most dynamic, ambitious and talented individuals to the CDE team.
Our benefits
Health insurance
Vacation, Paid time off
Retirement plan and/or pension
Employee development programs
A diversity program
Opportunity to travel
Free parking
Cycle to work
Competitive salary
Long service recognition
Free parking or Discounted parking
Work With Charities
Social Opportunities
Employee Recognition Scheme
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