Technical Standards Consultant

Job Summary

The Technical Standards Consultants (TSC) possess an in-depth understanding of audit requirements, underlying regulations, industry practices, the auditing process and statistical analysis. The TSC must become proficient in Steritech protocols and procedures as well as specific customer brand requirements to provide a high level of service and technical support to the Steritech team as well as clients.

Key Performance Indicators

Client Satisfaction, technical efficiency, Client program improvement, Client program quality

Principal Duties and Responsibilities

Form Development and Management

• Create and maintain written policies for custom client assessment forms and Steritech Benchmark service offerings

• Use proprietary OnBrand360 software to develop, deploy, update and maintain assessment forms for field Specialists

Technical Program Implementation and Management

• Gather, implement and manage client technical requirements for new program implementations; provide consulting services and recommendations as needed to gain alignment on requirements and standards.

• Collaborate and communicate effectively with cross-functional account teams to provide optimal internal and client-facing program support and management

• Complete shadow audits in the field to maintain technical proficiency in the accounts supported, identify/propose recommendations to improve the program, and ensure training processes remain adequate.

• Serve as internal and client-facing technical subject matter experts on Steritech program standards, custom client program standards and Food Code/industry standards.

• Provide in-assessment technical support and coaching to Specialists to ensure accuracy of results based on the observations made.

• Review, investigate and manage client appeals/inquiries to determine accuracy of results

• Document client-facing responses to appeals/inquiries to provide details on the outcome; provide coaching and training to Specialists as needed.

• Use appeals/inquiries to identify trends affecting Specialist quality and/or clarity or effectiveness of client standards

• Review completed audit reports for accuracy and make revisions when necessary; providing Specialist coaching/training as needed based on findings.

• Participate as Technical SMEs for internal business projects and innovation initiatives

Client Consulting:

• Consult with new clients on assessment program scope and design.

• Use performance results and data analytics to provide insights and recommendations to clients on how to improve their program effectiveness, compliance, and execution of standards.

• Leverage feedback from Specialists, clients, Data Analytics, Technical and Training teams, industry trends, benchmarking and assessment results to propose and consult on changes to assessment programs/forms that can increase value and improve effectiveness.

Specialist Quality Monitoring

• Use statistical tools and reports to monitor Specialist quality

• Collaborate with Operations Managers, Account Management and Training Manager to document and escalate Specialist quality concerns and track action plan progress

• Educate clients on the Steritech Quality Monitoring program and provide client-specific quality results and corrective actions.

• Investigate Specialist quality concerns from clients by using statistical tools and reports; provide clients with recommendations and corrective actions to address concerns.

Training Content Creation and Maintenance

• Develop Specialist training content and certification exams for custom assessment programs

• Create ad-hoc training materials and continuing education for Specialists to maintain competency in custom assessment programs when changes occur.

• Create in-field training plans and trainer scripts for custom programs requiring field training

Required Experience

• Bachelor's degree in science or related fields is preferred, but not required.

• Certified Professional-Food Safety credential through the National Environmental Health Association

• Minimum 5 years of experience in performing field inspections in the areas of food safety and/or customer experience

• Strong project management skills

• Strong change management skills

• Written and verbal communication skills, including delivery of formal presentations

• Quantitative and qualitative analytical skills

• Minimum of one-year experience serving as a field trainer.

• Experience working with large amounts of data.

Required Leadership Traits and Characteristics

• Thinks commercially, acts with urgency and competency

• Excellent communication skills both written and verbal to collaborate with others under time sensitive conditions.

• Apply excellent leadership, interpersonal, and communication skills, including the ability to quickly and efficiently troubleshoot problems in a diverse and challenging environment.

• Integrity, self-awareness, respect, empathy, and gratitude

• Continuous learner with ability to flex their influence while communicating and delegating effectively

• Ability and desire to listen and learn from colleagues and ability to empower and motivate teams to create and innovate.

• Demonstrated ability to execute on projects and initiatives.

• Ability to review written audit reports, identify errors and shortcomings, and devise appropriate action plans to improve Specialist performance

• Self-starter with demonstrated ability to execute on projects and initiatives.

• Ability to perform in dynamic situations with skill and tact.

• Ability to analyze assessment data to develop insights and recommendations for optimizing client programs.

• Strong attention to detail.

• Sound decision making skills and a bias toward action.

• Ability to travel via car and airplane (up to 25% of the time depending on geographic location) to meet clients, field operations, and attend meetings and conferences as necessary.

• Proficiency with Google applications (docs, sheets, slides, mail, calendar, drive, etc.).

• Experience with advanced spreadsheet functionality (formulas, pivot tables, conditional formatting, etc.).

Formal Education, Qualifications or Training

• Bachelor's degree in science or related fields is preferred, but not required.

• Minimum of one-year experience serving as a field trainer

• At least 2 years of experience in performing field inspections in the areas of food safety and/or customer experience.

• A current Certified Professional-Food Safety through the National Environmental Health Association.

• Must possess a valid driver's license from state of residence.