Customer Technical Support Team Trainer

Customer Technical Support Team Trainer

Job category: Teaching

Job Type: Full Time

Madison, Wisconsin

Closes on:

Job Description:

Position Overview:

We are one of the world’s fastest-growing fitness equipment manufacturers, looking for an experienced trainer to join our Customer Experience team. Under the direction of the Senior Director of Customer Care, the Customer Technical Support Team Trainer will help ready our team of new and experienced technical specialists to provide industry-leading customer experiences through our call center, representing both retail and commercial brands. The successful candidate will work with the leadership team to establish the onboarding curriculum and readiness metrics for new hires; work collaboratively with cross functional product and engineering teams to educate the team about new product introductions; identify opportunities for and create refresher content for upskilling when needed; and perform periodic quality assurance to ensure CTS staff is learning and applying knowledge. This is a non-supervisory position.


Create and execute call center training program:

  • Create and execute a comprehensive onboarding and continuing education program that trains new and existing Customer Technical Support staff on our internal systems (CRM and Online Remedy); departmental processes; and call center skills so that they are equipped to deliver industry-leading customer support and experiences. Align all programs with business needs.
  • Work with respective product development and technical content development teams to assemble product training content; roll out with CTS teams
  • Assist Team Leads in organizing ongoing technical training based on new product launches, known issues, policy changes, performance, and feedback from CTS staff
  • Demonstrate flexibility with training style, adapting techniques for learners with different styles
  • Track and analyze training effectiveness; adjust programs as needed

Quality assurance

  • Establish schedule to perform call, email and chat evaluations and CRM record reviews for all team members
  • Hold weekly progress meetings with supervisors to review trainee progress
  • Follow up with trainees at specified intervals (i.e. performance, reviews, retention)

Maintain training library

  • Establish, maintain, and organize training library as appropriate, including training manuals, multimedia training aids, and other educational materials
  • Work with the Technical Content Management Team for implementation of new troubleshooting resources
  • Use local service visits as training opportunities
  • Work with other training internal training departments to maximize efficiency of CTS team training

Miscellaneous and other:

  • Follow document control practices
  • Follow all company safety protocols as outlined in the employee safety manual
  • Other projects as assigned




  • Minimum high school diploma or equivalent required
  • College degree in education, training, or similar field preferred


  • A minimum of 3-5 years of experience in roles of progressing responsibility in developing and executing training programs for call centers required; experience with technical products preferred
  • Demonstrated experience in executing and managing training programs through a Learning Management System
  • Proven experience working with cross-functional teams to achieve desired work products

Other Requirements:

  • Proficient with Microsoft Office suite, CRM, and SAP
  • Ability to learn proprietary software and teach others how to use (Online Remedy)
  • Excellent written and verbal communication skills


The successful candidate should possess the following skills/attributes:

  • Exceptional communication skills, both on paper and in person
  • Excellent organizational skills with demonstrated experience in project management and budget adherence
  • Strong sense of initiative, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary
  • Flexibility and willingness to work in situations of flux and in a fast-paced environment
  • Resilience, positivity, and professionalism when dealing with situations of adversity
  • Strong computer skills in all Microsoft Office programs, including PowerPoint
  • Unwavering attention to detail and commitment to world-class quality
  • Personal commitment to continuous improvement


We offer an excellent compensation package and team-oriented work environment with growth opportunities.

Some of our outstanding benefits include:

  • Health & Dental Insurance
  • Company paid Life Insurance
  • 401(k)
  • Paid Time Off benefits
  • Free access to our state-of-the-art onsite workout facility
  • Product discounts
  • Wellness programs


Apply Here:



Company name:
Johnson Health Tech North America, Inc.

Position filled: Open

Email application here:

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