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At FANUC America Corporation we are passionate about our customers, our employees, and the work we perform. We maintain a workplace where individuals can be proud of, where talents are embraced, and results are encouraged and supported. We are looking for talented people who value integrity, informed decision-making and collaboration. If you believe you are one of those talented people, and are interested in being considered for a career at FANUC America, we invite you to apply today! In this role as Supervisor – Administration (Training Coordination), you will be responsible for supervising the day-to-day activities of the Training Coordinators. This requires guiding, mentoring, and supporting the administrative team to optimize customer satisfaction, employee satisfaction, and training department business targets. There will be daily interface with customers requesting FANUC training information, including pricing and scheduling of standard and custom classes and will also support the Training Department personnel, management, and internal sales for training requests. You must be an enthusiastic, helpful, professional, customer-focused, and results-oriented leader who can effectively motivate a team, as well as drive team collaboration while being courteous with excellent phone etiquette and caller management skills. Primary responsibilities will include

• Supervise and lead the FANUC Academy administrative team with daily supervision, ensuring that an equal workload is maintained, tasks are delegated as necessary, and desired output/results are achieved

• Ensure that the team has the right tools, training, and resources needed to complete their work, and support if additional resources are needed

• Guide and support the team through daily business duties (training products and processes, customer interactions, and Instructor support)

• Supervise all processes of the FANUC Academy administrative team, including customer interaction processes, order processing, and other functional business processes within the team, with a strong focus on customer and employee engagement

• Oversee call/email workflow to ensure customers are answered according to department quality standards and KPIs

• Demonstrate expert knowledge of the business functions and software for the purpose of support, training and backup as well as continuous improvement strategies

• Supervise the administrative team with a focus on continuous improvement, including staffing, resource utilization, enrollment processing coverage of the phone and email, and employee training

• Demonstrate strong customer service skills, keeping department KPI targets in focus

• Support employees in establishing goals, providing timely performance reviews/feedback including holding regular meetings with each employee to discuss feedback and improvement opportunities, and making recommendations for promotions, new assignments, salaries, employee disciplinary actions, etc.

• Support new hires with onboarding and training

• Identify and recommend improvements to department processes, staffing, resource utilization, LMS and Five9, coverage of phone and emails

• Provide reports of calls/emails and other department metrics with analysis insight.

• Contribute to, and occasionally lead, team meetings

• Register customers, and internal personnel with training registrations, use of the LMS, process orders, class registrations, purchase order processing, and credit card processing

• Maintain and promote the department customer service key performance indicator (KPI) as defined by management

• Support the administration team to succeed in achieving KPI goals Ideal candidate will have the following experience and education

• High School Diploma or GED Required

• Associates degree in related field, or equivalent relevant work experience

• Minimum three years of experience providing exceptional customer support and coordination

• Prior experience leading a team

• Prior experience with Learning Management Administration Systems, Call Routing Software, and/or ERP system

• Exceptional written and verbal communication and interpersonal skills, conflict resolution abilities

• Proven experience staying organized and prioritizing/managing many tasks simultaneously

• Proven ability to handle potentially frustrating situations with customers positively Preferred Qualifications

• Bachelor’s Degree in related field

• 3+ years of experience working within the training department with proven foundational knowledge of all training processes and business functions

• Prior experience leading a training administration team

• Prior experience in a training coordination role (ex: educational institute or corporate training department) or call center environment

• Expert knowledge of the department functions and processes Knowledge of software tools used for the LMS (Cornerstone Saba), call routing software (Five9), and ERP (Oracle) We offer market competitive pay and benefits programs, as well as opportunities for advancement, knowledge and skill development, and recognition of individual achievements. In addition, we offer the following benefits to our employees:

• Medical, Dental & Vision Insurance

• 401(k) Retirement Program

• Life Insurance

• Short-Term & Long-Term Disability Plans

• Tuition Reimbursement

• Wellness Program

• Flexible Spending Accounts

• Employee Assistance Program

• Flexible Benefit Dollars

• Generous Holiday & Vacation Program Sponsorship is not provided for this position Equal Opportunity Employer, including disabled and veterans. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled