Hardware Product Trainer II

Overview

The Hardware Product Trainer is an individual that excels and specializes in learning, understanding, and teaching (via hands-on / demonstration) the installation, service and troubleshooting of Lottery Point of Sale Equipment, and associated peripherals in the field. This customer-facing role will travel domestically and internationally to deliver training in support of IGT lottery equipment. This person will also conduct distance learning classes using video equipment and streaming software. This position will collaborate with a large field service organization, project management, engineering, and external customers to address logistical and content challenges as it relates to training deliveries and support. This position requires expertise in understanding of lottery operations and equipment. Learning new products and maintaining knowledge of an expanding product line will be an ongoing requirement. This product trainer position will operate out of IGT’s West Greenwich, Rhode Island office location and will require a candidate who is comfortable being part of a geographically distributed team. This position will also collaborate with Training Management to participate in activities related to team building.
 

Responsibilities

    Conduct hands-on technical training classes related to the installation and repair of IGT’s lottery hardware products for internal and external customers using established, hands-on instructor-led training, mentoring, and testing programs.
    Assist with the development of new training programs in support of new Lottery technologies and products.
    Assist Course Developers and Technical Writers in the design and development of training documentation and content.
    Support customers by learning customer-specific requirements to enhance & develop customized training programs.
    Track all training and testing data, provide status reports and training wrap-up reports to management.
    Assist Training Team Management with the implementation of new internal processes, procedures, and internal team adoption and deployment.
    Attend training classes and work with Product Support and Product Management teams as required to enhance expertise relevant to job activities and to achieve certification based on department standards.
    Develop internal training standards and certifications for junior level staff and to sustain departmental business continuity efforts (onboarding, internal development, career development)
    Assists with the creation and delivery of field services performance improvement programs
    Facilitate Remote Training Sessions using MS Teams and utilizing Remote Training Equipment (Cameras, Capture Cards, Streaming Software Applications, Lighting)
    Maintain and Manage Training equipment and assigned inventory
    Collaborate with Product Support / Field Service Engineering/ Quality Assurance/ Engineering Teams to document and test new technologies/products.
    Attend Engineering Reviews and provide Field Centric feedback to the product development cycles. 
    Participate in special projects that have a clear link or benefit to training, as assigned.
    Performs additional duties and responsibilities as assigned.

Qualifications

    Bachelor’s degree, or equivalent, or combination of experience and education required
    Demonstrated ability to troubleshoot and service electronic and electromechanical equipment.
    3-5 years of experience working in a Lottery Field Services environment installing, troubleshooting, and maintaining equipment required.
    Must be able to travel up to 70% of the time. Travel typically averages around 40% a year.
    Technical aptitude, professional presentation skills, and superior customer service skills required.
    Ability to obtain required licensing documents and approvals for domestic and international travel required.
    Experience with Microsoft Windows and Office 365 (Teams, Excel, Word, PPT, and Outlook)
    Effective communications skills (listening, constructive feedback, conflict resolution, writing, presentation)
    Ability to multi-task and deliver upon request.

Preferred Qualifications:
    3-4 years of experience in customer service and experience in training
    Experience with instructional design 
    Experience with course development and training methodologies for technical content preferred.
    The ability to exercise sound judgment and business acumen within defined procedures and policies.
    Keen ability to analyze customer-specific requirements and tailor training accordingly.
    Effective communicator who can collaboratively and frequently connect with several project teams, corporate development groups, site personnel and customers.
 

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

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