Overview
At PGA TOUR Superstore, we’re always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we’re dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis.
Position Summary
The Services Trainer is a champion of the PGA TOUR Superstore ‘Customer First’ philosophy and provides support to the stores aligned with our Mission Statement: “Inspire People to Play Their Best and Grow the Game”. The primary goal of the Services Trainer is to provide excellent customer service to our Store Leaders and Associates, so that they, in turn, may provide excellent customer service to our customers.
Reporting to their home store Leadership and operating in alignment with the training programs developed at the PGA TOUR Superstore Performance Center, the Services Trainer creates company-wide consistency of the Club Fitting and Club Repair customer experiences by ensuring each Associate possesses the knowledge required to operate per the standards established in each Certification found in the Club Fitting and Club Repair training pathways.
Certified Fitter for Hard Goods Fitters
STUDIO Certified Fitter
Certified Club Repair Associate
Certified Club Builder
Other incremental training Certifications as developed
The Services Trainer will maintain responsibility as a STUDIO Fitter, based out of a primary store location. This Associate shall operate per the expectations of the STUDIO Fitter role when not attending to the responsibilities related to Associate training. Approximately 50% of the Associate’s work hours will be dedicated to the training responsibilities, varying per the store count within the area of responsibility. The Services Trainer is a specialized position, providing a unique fitting experience utilizing an assortment of technology, fitting components, and fitting techniques that are incremental to what is offered through our free club fitting service. The Services Trainer is expected to maximize the customer experience by keeping work areas clean, organized, and in stock, ensuring fitting technologies are in working order, and by using personality and expertise to convey information to the customer in a respectful manner that is easy to understand. They expand their industry knowledge by learning about our products from our vendors, industry websites, and other associates. The STUDIO Fitting Specialist will utilize expert product knowledge to make effective equipment recommendations, and to drive incremental sales.
Key Responsibilities:
Implement training programs to drive world class performance by Associates in positions related to Club Fitting and Club Repair services.
Train Store Leadership how to effectively inspect STUDIO and Club Repair operations and drive performance results through providing support that allows the Associate to prioritize the customer experience.
Communicate consistently with Store Leadership, Field Operators, and the Performance Center training team to manage training execution, identify opportunities, and develop training solutions.
Partner with Area Managers to maintain the training checklists in Learning Central that catalog each Associate’s training progress.
Educate customers on club and ball technology, club components, and related fitting techniques, so that purchase decisions can be made according to desired results and realistic performance expectations.
Be an expert in the use of industry-leading club fitting technology, including various launch monitor technologies as well as OEM-specific fitting technologies.
Adhere to approved loss prevention programs that minimize inventory shrinkage and support the sales/profitability of the store; provide feedback to store leadership on loss prevention issues/opportunities as needed.
Responsible for opening and closing the store at times without additional leadership presence. Responsibilities include but not limited to cash handling procedure, deposits, Customer escalation, opening/closing procedures, providing task direction to all departments
Maintain brand/merchandising standards across entire store, drive Customer experience and Associate/Customer safety.
The Training for Club Fitting Associates:
Implement the Certified Fitter training curriculum for Hard Goods Associates, including hands-on training sessions per topic, conducting Live Fitting Practicums that ensure mastery of topic, and planning follow-up observation as needed.
Be the first training contact for new-hire STUDIO Fitters, ensuring they can operate effectively in the STUDIO environment during the brief period before attendance of the STUDIO Fitter Certification class, and execute follow-up visits, as needed, after the Fitter returns from a STUDIO Fitter Certification class to ensure they can follow all protocols and produce the expected customer experience.
Be the source of approval for all Certification and re-Certification testing and/or projects across all Club Fitting training programs within the area of responsibility.
Serve as a Certified Trainer for approval of OEM training Certifications
Implement incremental tiers of Club Fitting training as developed
The Training for Club Repair Associates:
Implement the Certified Club Repair Associate training curriculum for Club Repair and select Customer Service Associates, including hands-on training sessions per topic, conducting Live Club Repair Practicums that ensure mastery of topic, and planning follow-up observation as needed.
Ensure that a Club Repair Associate has completed the Certified Club Repair Associate training curriculum prior to attendance of the Club Builder Certification class, and execute follow-up visits, as needed, after the Associate returns from a Club Builder Certification class to ensure they can follow all club repair protocols and produce the expected quality of work.
Be the source of approval for all Certification and re-Certification testing and/or projects across all Club Repair training programs within the area of responsibility.
Implement incremental tiers of Club Repair training as developed
JOB RELATIONSHIPS:
The Services Trainer reports to the General Manager at their home store location, with dotted-line reporting to the Field Leader and the Director, Performance Center.
Qualifications and Skills Required:
Experience: Three to five (3-5) years of golf industry experience with a focus on STUDIO-level Club Fitting experiences, or similar training experience in a comparable field, is preferred.
Skills: Ability to identify training needs of an Associate and to implement effective training per the standards established in a specialized role’s training certification program.
Communication: Strong listening and interpersonal skills. Candidates must possess good verbal and written communication skills, and communicate well with other associates in order to execute company initiatives.
Organization: Candidates must be able to organize multiple priorities and accomplish several tasks throughout their shifts, all while providing excellent services to customers.
Analytical: Candidates must have good business skills and be able to develop and implement solutions to common problems. They must be able to identify opportunities and implement training to increase sales performance and improve operational process.
Computer: Candidates must possess basic computer skills with a working knowledge of Microsoft Office and the Internet. Candidates must be able to learn scheduling software, simulator software, and basic reports functions.
Physical Requirements: must be able to stand for extended periods of time, climb up and down a ladder, move around the store, and lift a 30 lb. box overhead.
Other: Travel by plane is a necessary part of this role. Occasional travel may also be required for company-initiated continuing education, or for the purpose of assisting in new-store set up and training.
Education: The knowledge, skills, and abilities typically acquired through the completion of a G.E.D. or high school diploma. Original Equipment Manufacturing Training; Vendor training certification a plus.
We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn’t just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination.
An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report.
