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Training Specialist - Services & Support


Westlake, OH, US

Company:  AmeriGas Propane, Inc.

UGI Energy Services supplies and markets natural gas, liquid fuels, and electricity to 40,000 customer locations across the Mid-Atlantic and Northeastern US.

We are a supplier, marketer, and midstream services provider – one backed by 135 years of natural gas experience, plus our own expanding energy infrastructure. Along with buying and selling energy commodities at the wholesale level, UGIES owns and operates key electric generation and midstream natural gas assets throughout Pennsylvania.

With headquarters and supply sources near the heart of the Marcellus Shale, UGIES is well positioned to meet the changing energy demands of commercial, industrial, institutional, and government customers for years to come.


We offer comprehensive benefits, some of which are:

  • Paid Vacation time starts with 3 weeks off
  • 8 Paid Holidays
  • Sick time
  • Short term & Long term disability
  • Medical plan options from Aetna and Blue Cross
  • Vision coverage from Vision Benefits of America
  • Dental coverage from United Concordia
  • Extended Maternity Leave - 8 weeks pay at 100% with the option of 2 more weeks paid at 100% or 4 weeks paid at 50%
  • Paternity Leave - 2 weeks pay at 100% or 4 weeks pay at 50%
  • Company provided 401K match of 100% of the employee's 5% contribution
  • Tuition Reimbursement of 80% of tuition costs capped at $6,300 per year
  • Pet Plan Insurance

Job Summary (Purpose):


The primary purpose of the position is managing training operations for the Westlake Services & Support Center to ensure compliance with policy and procedure and provide ongoing development and support for employees, supervisors and management.


The Training Specialist will be responsible for the development of role-based training relating to AmeriGas systems and/or internal policies and procedures.  Responsibilities will include, creating training material and delivering curriculum that will enhance the competencies of individual employees and boost workplace performance.  Ensure training materials are in line with end user needs and stakeholder expectations, and building and testing the training and/or performance support products.


Key Characteristics:


  • Identify training needs based on new projects, production processes, and changes, and analyze needs in order to develop training programs or modify and improve existing programs.
  • Ability to present and articulate concepts and processes clearly and confidently to varying audiences
  • Ability to build and maintain effective working relationships and influence others to take actions and achieve objectives.



Duties and Responsibilities:


  • Serve as a point of contact for training and skills development for the Center.
  • Design material and facilitate train the trainer courses for new instructors comprised of skills and attributes teaching adult learners.
  • Evaluate instructor and end user performance and effectiveness of training programs, aids, and material, and provide recommendations for improvement.
  • Plan, develop, and provide training and staff development programs using knowledge of effective methods, i.e., classroom training, demonstrations, on-the-job training, meetings, conferences and workshops.
  • Create, design and develop training manuals, multimedia visual aids and other educational materials including implementation of e-learning courses that align with established course development standards.
  • Work with process and quality teams to ensure timely and accurate reviews of training materials.
  • Coordinate and facilitate orientation training, acclimating new hire employees to the business.
  • Monitor, assess and document performance and conduct issues according to disciplinary guidelines for new hire employees, delivering action plans to remediate behavior and communicate with the leadership team and human resources representative.
  • Special projects as requested by senior management


Knowledge, Skills and Abilities:


  • Knowledge of SAP and other AmeriGas systems*
  • Knowledge of all Westlake departmental functions and processes (Business Services and Routing Support & Services)*
  • Knowledge of Field operations and processes (DMs, CRRs, Drivers, Techs)*
  • Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals, groups and the measurement of training effectiveness
  • Strong communication and priority setting skills, managing projects and assignments independently with ability to meet deadlines.
  • Ability to manage multiple projects and assignments independently and to meet deadlines
  • Flexibility and adaptability with changing guidelines and business needs.
  • Knowledge of Microsoft Office and SharePoint tools
  • Knowledge of standard testing methodologies


*AmeriGas Operational Knowledge

  • Demonstrates an intermediate to advanced knowledge of operation tasks, including but not limited to:
  • Distribution
  • Contracts
  • Customer Setup and Maintenance
  • Disputes
  • Workflow
  • Meters
  • Credit and Collections


  • Order Mgmt
  • Order Selection and Ticket Printing
  • Standard Billing
  • BI Reports
  • Policy and Procedure
    1. Distribution SOP
  • District Dashboard
  • AmeriMobile (ROAD, Route Monitor, Distribution Health Check)
  • Demonstrates a basic to intermediate knowledge of operation tasks, including but not limited to:
    • Data Quality Reports
    • My Amerigas
    • CEE Finesse
    • Ceridian
    • LMS



Education and Experience Required:


  • 3+ years of experience using AmeriGas business systems* (SAP, etc.)
  • Bachelor’s degree in Education, Training, English, or related field is preferred or 3+ years of experience in group training, the development of training material or related work experience required
  • 5+ years of experience in propane industry or related industry, preferred.



Working conditions:


  • Some Travel maybe required
  • Normal Office Environment  
  • Sitting, standing and walking for extended periods of time

UGI Energy Services, is an Equal Opportunity and Affirmative Action Employer.  The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, veteran status, or any other legally protected class in its practices.

Nearest Major Market: Cleveland

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