Building on skills and experience for better results
Continuous Professional Development. Our company-wide commitment to continual improvement and growth means that all SEI team members participate in professional development each quarter. Part of our quarterly 5/15 reviews include deciding which professional development opportunity each employee is interested in and working with his or her manager to make the training happen. Focus areas include:
- customer service training
- professional development
- technical training
- leadership training
- facilitator training
- sales training
Using the ADDIE Model at SEI
What is the ADDIE model and how do we use it at SEI?
- Analyze: In the analyze phase, the business need is determined, a job, task, skill analysis is conducted, the goals and objectives are established, and the learning environment and learner characteristics are identified.
- Design: The design phase is where the instructional strategies are designed and media choices are made.
- Develop: In the develop phase, course materials are produced according to the analyze and design phases.
- Implement: The implement phase includes the testing of prototypes (with targeted audience), putting the product in full production, and training learners and instructors on how to use the product. The training facilitators should cover the course curriculum, learning outcomes, method of delivery, and testing procedures.
- Evaluate: The evaluation phase is not a “step in the process” but is continuously happening throughout the process. Evaluation of each step on an ongoing basis ensures that the solution is meeting the business needs. Facilitators provide valuable feedback to the course development team from their learners and own experience using the courseware. Facilitators also administer the “level one” evaluation learner reaction survey and the “level two” evaluation of learner performance (quiz or performance based problem).
Training and Development at SEI
Be prepared for a smooth ride
The ability to deliver outstanding customer service starts with hiring the best people. Our recruiters set the bar high and our deliberate and multi-step process finds great people who are hard-wired to take care of their customers.
Our team shares a natural drive to provide exceptional customer service, which is defined by listening, being responsible, communicating and being able to deliver answers and solutions.
We measure call back times, on-site responses, first trip repair rates and we ask our customers how they would rate us and our expertise. Customer service goals and feedback are reviewed on a monthly basis and best practices are shared throughout the entire company. The conversation about customer service is ongoing, as is the focus to improve.
A favorite expression around SEI is that our service is “old school” – back when the goal was to exceed customer expectations, the service was award-winning and long-term partnerships were the norm. (We still follow that model!)
Technical know-how…it’s built in
At SEI, we facilitate the skills, knowledge and attitudes required to be a top performing Field Engineer.
Field Engineers build on their own hardware maintenance experience by completing a combination of SEI’s 40 technical courses, webinars and seminars. Classroom-based courses in our four regional training centers focus on both technical and customer service skills. Each Field Engineer spends an additional eight hours per month in their local training lab concentrating on post course feedback objectives and/or self-paced training lab activities.
As an (exceptional) third-party hardware maintenance company, we work harder to earn your trust. Proactive processes, smarter responses and continuous technical training for our field engineers is a proven route to get better results for our customers.
When your server and storage equipment is down, we’ll get you back up and running because we have the parts, the expertise and the right attitude. We’re here to help!
SEI University offers internal company-wide training to deliver high quality customized training to our entire staff. Our technical training curriculum focuses on the skills and knowledge required by our Field Service Engineers to provide expert support on the platforms that we support.
SEI currently has 5 regional training facilities where we deliver hands on training to our staff. In addition to the regional training facilities, SEI also invests in local training labs in every local office that includes the platforms that we support.
Field Engineers are able to perform hands on self-paced learning in their local labs to supplement the hands on instructor led courses. All training and certifications are scheduled and tracked through our own SEI U Learning Management System.
SEI has three levels of technical support available to our Field Service Engineers.
Our first level of support are other Field Service Engineers with deep skill sets on that product family. Our second level of support are our specialized Field Technical Operations team, who provide dedicated support to our Field Service Engineers. Our third level of support are our Product Support Specialists who have deep environmental skills with the ability to create lab mockups to duplicate a situation. Field Service Engineers are able to escalate at any time to any level of our support staff.
Our support staff will also determine if an onsite support presence is needed and dispatch accordingly. Beyond the technical support available, our Field Service Engineers also have access to a comprehensive online knowledge base of technical manuals, job aids, and support call history.