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Franchise Field Support & Training Specialist

WHAT THE ROLE IS ABOUT

This multifaceted, full time position based in Lakewood, Colorado reports to the Vice President of Network Sales and Operations. The ideal candidate is solution and customer service minded who is an operational expert and provides timely support to PostNet franchisees. The Field Support & Training Specialist supports Learning & Development as a trainer on the PostNet system and in center operations contributing to the continued growth of each franchisee.

WHAT WE EXPECT FROM YOU

  • Provide customer support services to franchisees by phone, e-mail, and Google Hangouts/Chat
  • Conduct onsite field training for new and transfer centers up to 25% travel
  • Participate and lead training sessions in New Franchisee Training, teaching on print and operational topics
  • Provide franchisee support for PostNet products and services — printing, shipping and customer service
  • Provide technical assistance relating to PostNet systems: Point-of-Sale, the Online Print Center, and other related technologies
  • Partner with IT to beta test technology updates and upgrades
  • Lead and manage projects and initiatives to support NSO and L&D
  • Assist Real Estate department with account set ups for new franchisees
  • Conduct call campaigns relating to various events, surveys, initiatives, etc.
  • Perform other duties as assigned

WHAT YOU'LL NEED TO BE SUCCESSFUL

Required:

  • Exceptional customer service skills; ability to support and coach franchisees with empathy
  • Ability to lead and manage multiple projects and deadlines
  • 1-2 years developing and facilitating training
  • Excellent verbal and written communication skills
  • Strong problem solving and analytical skills
  • Positive, can-do attitude, flexible, adaptable, strong work ethic and works with urgency
  • Business development minded
  • Bachelors degree in business or equivalent 
  • Knowledge and experience with MS Office software
  • Knowledge and experience with Adobe Creative Suite Software
  • 5+ years of related experience in the print industry
  • Willing to Travel 25%

Preferred but not Required:

  • Knowledge and experience with EFI solutions including Fiery and Command Workstation
  • Franchising experience and knowledge

WHAT WE ARE COMMITTED TO GIVING YOU

  • A competitive starting Base Salary and bonus program with salary increases based on performance
  • Training and ongoing support from all levels of management
  • Advancement opportunity
  • A comprehensive benefits package including medical, dental and vision coverage, HSA, disability and life insurance, as well as the opportunity to participate in our 401(k) program
  • Paid Vacation and all Major Holidays
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