Technical Training Specialist / Senior Technical Training Specialist

802 Duke Energy Florida, LLC
Remote friendly

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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 technical programs and computer application training for Duke Energy and Piedmont employees. This position is responsible for the development, administration and evaluation of all Residential Solutions training programs. This position is responsible for evaluating overall training program effectiveness by developing knowledge-based testing and evaluations to assess skill levels and developmental opportunities. This position provides technical support, evaluation and feedback to Residential Solutions employees and management. 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 facilitate training programs for all departments within Residential Solutions on all Home Protection programs, customer service/sales techniques and technical systems (Avaya, C4C, Commerce, Dynamics, CAPs, Portal, & Share Point)

  • Develop and facilitate training programs for Channel Partners on all Home Protection products & services and systems

  • Develop and facilitate onboarding standards and materials for all Residential Solutions departments, by creating computer-based trainings, videos, classroom/virtual trainings, and printed materials

  • Develop and facilitate training to improve workflow efficiency for Enrollment Center, Technical Services, Customer Support Departments and Channel Partners

  • Create and maintain course materials; including facilitator guides, participant guides, pre/post tests, and other supporting materials

  • Provide timely employee feedback and actively coach employees on performance to support customer experience and compliance with training standards

  • Establish training standards, best practices, and consistency across departments

  • Support change management activities by developing training materials for new program and program updates

  • Develop workflow efficiency training programs for Residential Solutions team members

  • Deliver hands-on, virtual, classroom, and one-on-one training

Evaluate and maintain all training strategies, standards and materials to remain current and effective

  • Perform evaluations to validate overall training effectiveness

  • Evaluate current onboarding process and materials for all Residential Solutions departments and Channel Partners

  • Monitor employee performance to evaluate training needs

  • Review and stay current with training opportunities, industry trends, industry standards and technologies to maintain and improve training programs

  • Evaluate current Standard Operating Procedures within Residential Solutions and Channel Partners to incorporate specific training as necessary

  • Work with peers and partners to deploy comprehensive training programs across channels

  • Work closely with leadership and partners to ensure that the training experience produces high quality employees who provide outstanding customer service and sales results, including consistent use of current training materials and monitoring performance results

  • Support change management activities by developing training materials for new programs and program updates

Track and measure training effectiveness:

  • Develop training metrics and tracking to evaluate training effectiveness

  • Monitor employee onboarding and ongoing 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.

Basic/Required Qualifications (Technical Training Specialist)

  • High School/GED degree and five (5) years related work experience

Basic/Required Qualifications (Senior Technical Training Specialist)

  • High School/GED degree and five (5) years related work experience

Desired Qualifications

  • Possess specific knowledge and experience regarding Mechanical trades- (i.e., HVAC, Electrical, Plumbing, Appliances)

  • 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

Working Conditions

  • 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


Relocation Assistance Provided (as applicable)


Represented/Union Position


Visa Sponsored Position


Posting Expiration Date

Tuesday, November 28, 2023

All job postings expire at 12:01 AM on the posting expiration date.

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.


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