Astound
Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.
At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences.
Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.
We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.
A Day in the Life of theThe Technical Solutions Trainer is responsible for delivering high-quality training programs that prepare employees to excel in customer interactions, sales performance, installation procedures, and trouble-call resolution while meeting safety compliance expectations. This role supports both front-line customer service teams and field technicians, ensuring they have the knowledge, skills, and confidence to provide exceptional service and technical support to our customers. The trainer will develop curriculum, lead classroom and hands-on training, evaluate trainee performance, and collaborate with operational leaders to ensure training aligns with business goals and industry standards.
Conduct engaging training sessions for new and existing employees in sales, customer service, installation, and trouble-call processes.
Deliver hands-on technical training for new-hire field technicians, including equipment setup, cable installation, troubleshooting, service restoration, and Safety.
Facilitate role-play, simulations, and scenario-based exercises to strengthen customer communication, problem-solving, and sales skills.
Train employees in effective sales techniques, product knowledge, and value-based customer conversations.
Provide coaching, feedback, and performance assessments throughout the training cycle.
Support teams in achieving sales goals, customer-satisfaction targets, and first-call resolution metrics.
Develop, update, and maintain training materials, job aids, manuals, and e-learning content for both customer service and technical operations in partnership with the internal curriculum design team.
Ensure training content reflects current products, services, installation standards, troubleshooting procedures, and customer-experience expectations.
Collaborate with subject-matter experts to incorporate new technologies, tools, and service offerings into training programs.
Train new-hire technicians on installation best practices, safety procedures, equipment configuration, and diagnostic tools.
Teach troubleshooting workflows for common service issues, including connectivity, equipment failures, and signal quality problems.
Demonstrate proper use of meters, handheld devices, and company-approved installation tools.
Reinforce quality-control standards and documentation requirements for field operations.
Teach customer-service fundamentals including empathy, de-escalation, active listening, and issue-resolution strategies.
Reinforce company policies, compliance requirements, and customer-experience standards.
Monitor trainee progress and provide timely coaching to support skill development.
Evaluate training effectiveness through assessments, performance metrics, and feedback surveys.
Recommend improvements to training programs based on operational needs, customer feedback, and emerging trends.
Maintain accurate training records, attendance logs, and certification documentation.
Serve as a resource for teams requiring refresher training or targeted skill development.
Ensure all training programs incorporate field safety best practices, including proper use of personal protective equipment (PPE), safe work habits, and adherence to company and regulatory safety standards.
Train technicians on ladder safety, including inspection procedures, proper setup and stabilization, three-point contact, fall-prevention techniques, and safe climbing practices.
Provide instruction on bucket truck safety, including pre-trip inspections, safe operation, emergency procedures, and compliance with equipment-specific manufacturer guidelines.
Maintain current American Red Cross certification (or equivalent) in First Aid/CPR/AED and integrate emergency-response awareness into technician training modules.
Educate employees on OSHA compliance requirements, including hazard recognition, electrical safety, confined-space awareness, ergonomics, and safe handling of tools and equipment.
Reinforce company safety policies, field-operations protocols, and reporting procedures for incidents, near-misses, and unsafe conditions.
Conduct periodic safety refreshers, toolbox talks, and hands-on demonstrations to ensure ongoing compliance and promote safety culture.
Collaborate with Safety, Field Operations, and Compliance teams to ensure training materials reflect current regulations, updated standards, and evolving industry best practices.
Other duties as assigned.
What You Bring to the Table:
5+ years of Technical Installation and Troubleshooting Experience, or an equivalent combination of education and experience.
2+ years of facilitation,leadershipand successful sales experience a plus.
Candidate must be proficient in RF theory, Digital Theory, RF Design, Fiber Optics related to plant, IP networking basics and telephony, electricity, electronics, safety compliance or other related industry experience preferred.
Experience training, coaching, or mentoring in a customer service, sales and technical operations environment.
Strong knowledge of telecommunications products and services preferred.
Excellent communication, presentation, listening and interpersonal skills.
Ability to simplify complex technical concepts for diverse audiences.
Strong organizational skills with the ability to manage multiple training classes and deadlines.
Successful facilitation in a classroom, virtual and field‑based training environments.
Instructional design knowledge and skills including adult learning theory, job/task analysis, course and curriculum development, and evaluation.
Flexibility to travel within the designated market and occasional travel to other company locations to include out-of-state travel.
Valid Driver’s license with driving record within the company’s requirements.
Education:
High school diploma or equivalent required
We're Proud to Offer a Comprehensive Benefits Package Including:
401k retirement plan, with employer match
Insurance options including: medical, dental, vision, life and STD insurance
Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
Floating Holiday: 40 hours per year
Paid Holidays: 7 days per year
Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
Tuition reimbursement program
Employee discount program
*Benefits listed above are for regular full-time position
Base Compensation: The base compensation range for this position is $65,000 - $92,000 plus opportunities for benefits. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to location, relevant skills, experience, and capabilities.
Our Mission Statement:
* Take care of our customers
* Take care of each other
* Do what we say we are going to do
* Have fun
Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.
FCO (For San Francisco Candidates only):
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
CCPA Employee Privacy Policy (For California Candidates Only):
https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf
Application opens on the original posting. We don't process applications.
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Technical Solutions Trainer