Dell Sr Advisor, Customer/Tech Trng in Panama

GSD Learning and Development, ABU Delivery – LATAM

Location: panama City Panama

Technical Training Facilitator

Customer / Tech Trng Sr. Advisor

This is an exciting opportunity to help lead the transformational change at DELL EMC. DEES is at the forefront of the drive to a solutions company. Be a great Technical Facilitator as we move our technical training to include not just traditional classroom training, but e-learning, and VILT learning. Be at the center of delivering multi-faceted training programs. Bring your in-depth learning and development expertise in delivering leading-edge technical training programs and your desire to champion change and come join us at this exciting time at DELL EMC.

Role Overview:

We are seeking an experienced Training professional with a proven track record of driving world-class quality, effective, and efficient delivery programs in a high-tech organization. This role is responsible for content development, delivery and support across all products and solutions for our Technical support centers, Field Services, Customers, Deployment and Technical Account Management. This person will play a key role with high visibility and significant impact on the business. They will ensure training programs, resources and curriculum needs meet the business/content design objectives and maintain communications with internal/external stakeholders for successful outcomes in service readiness. This position reports to the DEES Senior Manager for LATAM business unit and is a key position for the strategic plans in driving and evolving development and delivery of programs for


Responsible for the facilitation and delivery of job-specific training courses to DELL EMC DEES team members:

  • Delivering technical training curriculum to DELL EMC team members through a combination of blended learning solutions - classroom training, e-learning, and VILT.

  • Meeting or exceeding quality targets for instructor or facilitator performance.

  • Executing and sharing best practices for ensuring excellence in facilitator and instructor training and performance.

  • Ensuring effective delivery of training and solutions to support the highest competence given the level of knowledge and skills required. Conducting pilot training and providing feedback to adjust materials to better serve DELL EMC team members.

  • Developing and reviewing of new training materials by analyzing DELL EMC team member feedback and providing feedback for recommended revisions to course curriculum.

  • Providing feedback to leadership on classroom/online performance and DELL EMC team member experiences and recommend actions for improvement.

  • Measuring effectiveness of training content and delivery. Being viewed both internally and externally as an expert on training and development, learning and motivation theory, and new materials, methods, and techniques that ensure optimal level of training delivery initiatives.


Our ideal candidate is highly motivated, genuinely enthusiastic and driven to succeed - someone who can take on big, bold challenges and deliver impressive results. Success in this position will require business maturity, strategic thinking, superb communication skills, inter-personal awareness, and the ability to foster efficient cross-group collaboration in a global organization. We are seeking a qualified, passionate facilitator who can demonstrate a proven track record of influencing and delivering ideas and materials to highly-technical, savvy audiences.

  • The successful candidate should also have extensive experience motivating teams, ideally within the IT services industry.

  • Consulting skills, program management, organizational diagnostics, change management and dealing with ambiguity are all key competencies for the successful candidate.

  • A degree in information technology, instructional design, technical education, computer science or related discipline and 6-8 years related experience or equivalent combination of training/job experience required.

  • Industry-specific development and delivery experience, as well as, experience with global markets is all a definite plus.

Required qualifications/experience (functional and leadership)

Demonstrated track record of excellence in instruction, facilitation, and development principles and programs.

6 - 8 years Industry experience, including content development, publishing, training, or certification experience:

  • Must have both the necessary technical knowledge and the real-world experience in the subject matter they are assigned to train.

  • Experience teaching, coaching, and/or facilitating in a professional environment.

  • Demonstrated ability to apply adult education principals and theory.

  • Training measurement and evaluation skills.

  • Instruction skills.

  • Facilitation.

  • BS/BA degree a must - information technology, instructional design, technical education, computer science or related discipline (Master or MBA preferred)


  • Networking

  • Virtualization

  • Data Center experience

  • Enterprise Software

  • Enterprise Hardware

  • Industry Certifications

Highly desirable qualifications/experience :

  • Instructional Design and content delivery experience with proven results

  • Experience with customer needs analysis and/or satisfactory user experience designs

  • Experience owning and managing a sizable budget

  • Project Management experience, including management of the complete ADDIE development cycle for large, complex e-learning initiatives

  • Client Management experience

  • 5 years in Support Services (e.g. Technical Support, Field Services, Technical Account Management)

Want to work in an environment where each day is focused on delivering solutions that make a real difference in people’s lives?

Where teams are constantly curious and different perspectives and experiences are valued?

At DELL EMC, we believe technology is essential for human success and that it should be accessible to everyone. We are constantly evolving to better serve our customers, seize new opportunities and drive growth. Together we can change the industry. Come join us.

Job: Customer/Tech Training

Organization: Global Services

Title: Sr Advisor, Customer/Tech Trng

Location: Panama

Requisition ID: 17000WJT