Service Operations Trainer

The Service Operations Trainer is responsible for advancing field service performance by ensuring the effective adoption of new products, workflow software, and service processes. This role partners closely with instructional design, Salesforce Support, product, and technical teams to deliver high-quality training, lead change management efforts, and drive continuous process improvement. Through expert facilitation, technical evaluation, and stakeholder collaboration, the Service Operations Trainer enables consistent execution, operational efficiency, and sustained business results.

This position exists to ensure that technical innovations, process enhancements, and Salesforce workflows are successfully translated into day-to-day field service operations. The Service Operations Trainer serves as a critical link between development teams and field service personnel, ensuring readiness, competency, and alignment as the organization evolves.

• Plays a critical role in driving change management related to any changes in standard operating procedures, Frequently Asked Questions, and owning communications.
• Functions as a dotted line contributor to the Salesforce Support team, with a goal of identifying continuous improvement enhancements and ways to improve communicating change.
• Functions as a Salesforce business subject matter expert related to initiatives, projects, etc.
• Responsible for all Salesforce new hire training.
• Leads recurring subject matter expert meetings with field service leadership.
• Acts as a liaison between field service, product development, and technical teams.
• Influences outcomes before launch by contributing to product reviews, software testing, and workflow design.
• Combines instruction, process improvement, and technology enablement into one integrated role.
• Actively assesses competency and identifies continuous improvement opportunities—not just delivers training.
• Partner with instructional designers to create engaging training programs that enhance retention and transfer.
• Lead live in-person training and web-based training sessions to internal clients.
• Identifies opportunities for continuous process improvement within field service.
• Assess service technician competency of workflow software.
• Contributes to testing and development of workflow software.
• Oversees change management communications pertaining to software enhancements and changes in process to field service.
• Remains knowledgeable of new products and services.
• Supports technical product training across product lines as needed.
• Any other duties assigned.

• Bachelor's degree in related field or equivalent experience (required)
• 3+ years of experience of dedicated training, teaching, or related experience (required)
• Valid gaming card and/or the ability to obtain required jurisdictional licenses (required)
• Must be at least 21 years of age, as required by law (required)
• Experience with change management and continuous improvement methodology (required)
• Lean Six Sigma experience (preferred)
• Casino operations and gaming experience (preferred)
• Awareness of emerging technologies and learning innovations relevant to technical training and performance improvement (required)
• Strong facilitation and presentation skills for both in-person and virtual training environments (required)
• Analytical skills to assess technician competency, identify performance gaps, and recommend improvement actions (required)
• Effective collaboration and stakeholder management skills across technical, product, instructional design, and field service teams (required)
• Strong written communication skills for developing training materials, documentation, and change communications (required)
• Problem-solving skills with a continuous improvement mindset (required)