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Depending upon the desired qualifications of the successful applicant, the hiring manager may elect to fill this position at a higher level within the job hierarchy.
This position is responsible for designing, developing, prioritizing and executing training programs associated with Duke Energy and Piedmont home protection plans’ technical trades (i.e., electrical, HVAC, plumbing & appliance). This includes training on program coverages, terms & conditions, service processes and computer application training for Duke/Piedmont employees, and a network of approximately 150 external contractors with over 1,000 administrative staff and field technicians. Must have a good understanding and working knowledge of residential mechanical systems such as Heating & Cooling, Electrical, Plumbing, and Appliances. These contractors perform work across multiple states. This position is responsible for evaluating overall training program effectiveness and may conduct field assessments to obtain training information, materials, and access training opportunities. Develop knowledge-based testing and evaluations to assess skill levels and developmental opportunities. Position must have the ability to lead, plan, prioritize, problem solve and provide solutions needed to achieve objectives within the framework of operating policies and procedures.
Develop and administer overall training strategy and standards for assigned services and assigned channels
Develop and administer training programs and materials for Field Operations on all Home Protection programs and CRM systems, creating computer-based trainings, videos, classroom/virtual trainings, and printed materials
Develop and facilitate technical training for field technicians, field coordinators and service coordinators to garner deep understanding Home Protection coverages by trade and systems (electrical, plumbing, heating & cooling, appliances, and water heater systems)
Establish training standards and consistency across business groups, states and multiple contractor disciplines
Develop and facilitate program-specific training programs for all Home Protection offerings to support contractors’ administrative staff & field technicians
Develop and facilitate field manuals for contractors
Develop training materials for contractor portal using a variety of tools; Computer-based trainings, videos, and classroom/virtual presentations
Develop and maintain contractor portal, invoicing and payment option training materials
Develop and facilitate onboarding standards and materials for all new Residential Solutions employees
Deliver hands-on, virtual, classroom, and one-on-one technical training
Evaluate and maintain all training strategies, standards and materials to remain current and effective
Perform evaluations to validate overall training effectiveness
Evaluate and maintain all existing technical trade-specific adult learning programs within Residential Solutions department
Evaluate current onboarding process and materials for contractors
Monitor contractor performance to evaluate training needs
Review and stay current with technical training opportunities, industry trends, industry standards and technologies to maintain and improve technical training programs
Evaluate current Standard Operating Procedures within Residential Solutions to incorporate technical trade-specific training as necessary
Work with peers and partners to deploy comprehensive training programs across network
Work closely with leadership, partners, and contractors to ensure that the training experience produces high quality employees who provide excellence in customer service, including consistent use of current training materials and monitoring effectiveness
Support change management activities by developing training materials for new programs and program updates for Field Operations
Track and measure training effectiveness
Develop training metrics and tracking to evaluate training effectiveness
Monitor contractor and employee onboarding training compliance to standards
Manage the registration process for CBTs and instructor-led training sessions, including on-line registration, room setup (equipment, materials, supplies), and follow up reporting
Track and document training courses to ensure completion of training, ensure compliance, and monitor business results to ensure training programs are effective
Provide reports/feedback/evaluations to management based upon training observations
Note: This posting is for one position. Dependent on relevant experience, the level to which a candidate is aligned is outlined below.
High School/GED degree and five (5) years related work experience
High School/GED degree and five (5) years related work experience
Possess specific knowledge and experience regarding Mechanical trades- (i.e., HVAC, Electrical, Plumbing, Appliances)
Bachelor's degree in Instructional Design, Adult Learning, Organizational Behavior, Communications, or related field required and/or certifications in a variety of L&D areas
Proficiency in the development of Computer Based Training (CBTS) with expertise in Articulate including Storyline & Rise
Previous experience in development of performance-based training materials
Demonstrated oral and written communication skills
Virtual Mobility Classification - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to the assigned Duke Energy facility.
The assigned facility will be in Duke Energy territory in either Florida, North or South Carolina.
Travel Requirements
5-15%Posting Expiration Date
Tuesday, November 28, 2023All job postings expire at 12:01 AM on the posting expiration date.