VCT Tech/Admin Support

Role: VCT Support

Position Overview

The purpose of this role is to support the Virtual Classroom Training (VCT) for the Ford Academy.  The VCT Tech/Admin Support function will provide technical and administrative support before, during and after VCT sessions. This role has day-to-day responsibility for ensuring sessions run on time, resolving technical issues, and assisting Trainers to moderate VCT sessions.  The role has dotted line reporting to the Training Operations Manager and Training Project Manager.

Principal Accountabilities

• Support VCT courses as required – technical and administrative
• Ensure thorough knowledge and understanding of VCT standards, guidelines and manuals
• Provide tracking reports as requested by Training Project Manager and Operations Manager
• Complete work and assignments as instructed by Training Project Manager and Operations Manager
• Prioritize and plan the timing of work tasks to ensure that deadlines and expectations are met
• Maintain confidentiality, security, and adhere to all MSX International policies and procedures at all times

Position Responsibilities

• Liaise with Trainers on their availability to conduct training and block their time
• Liaise with markets/Training Champion to obtain confirmation on training dates
• Schedule the training on the Wingspan Learning Management System (LMS) as soon as trainers are blocked and dates are confirmed with markets, within a minimum of two weeks prior to the training – immediately check the details to confirm that the correct course, locations, Trainer, language, date etc. have been scheduled correctly
• Officially communicate to the market to confirm the training has been scheduled as per the agreed training date, and inform them of the deadline for submitting nominations on Wingspan
• Download the nominations list from Wingspan (on the due date), setup training calendar invites, and use your mailbox to send the calendar invite to the Participants, the Trainer, and VCT tech/admin support. Attach the Participant Guide (PG) and instructions on how to join  VCT session to the calendar invite
• Ensure attendance reminders and joining instructions are send to Participants in advance to ensure Virtual Classroom Training is attended on time.
• Provide clear instructions to VCT Participants when troubleshooting technical issues e.g., supporting Participants to connect to audio, video or connectivity issues.
• Be available throughout the VCT session to present and conduct polls in case the Trainer encounters issues e.g. the Trainer is not able to share the screen.
• Mark the attendance for Participants post training, initiate post-test when available, and send report to Operations Manager on any ‘no show’ or ‘drop out’ issues within 24 hours after the end of the training
• Report any other feedback from the training session to the Operations Manager and the Operations Managers within 24 hours after the end of the training.
• Provide training and conduct practice sessions with Participants and Trainers on how to attend and use the online training platform, e.g. Webex Training or Microsoft Teams,  to ensure a trouble-free training experience
• If there are any substitutions in the Participant nomination or additional nomination on the day of the training, the Learning Management System must be updated accordingly
• Ensure that the post-test and feedback surveys are sent to the Participants within 1 day after the VCT has been conducted.

• Save training reports generated from Wingspan, and VCT platform to the specified location on the Academy SharePoint drive
• Complete any other ad-hoc tasks as requested by the Academy team, with priority given to any requests from the Operations Manager of Training Project Manager

Before, During and After every VCT Session

• BEFORE the start of the VCT session
  • Check if computer updates are done a day before the scheduled VCT
  • Obtain participant attendee list from Wingspan a day before session
  • Make sure you have the Training Champion contact details
  • Create a sheet so you can monitor attendee participation (existing Attendance sheet can be used)
  • Immediately before the session, close all other running applications in the background
  • Ensure Trainer and own laptop is fully charged and plugged in to a power outlet before session starts
  • Ensure Trainer and own laptop is connected to high speed internet connection at least an hour before the session starts
  • Ensure the Trainer has disabled any on screen pop-up and email notifications
  • Coordinate with the Trainer and open the session together an hour before the scheduled start time, assist the Trainer to setup up their presentation in the VCT delivery platform, and perform audio, connection, presentation and other technical functionality checks to ensure a smooth start to the VCT session
  • Inform the Trainer how many Participants are expected
  • Send multiple reminders to the Participants & Training Champions immediately before the session. (reminders to be sent at 15mins, 10mins, 5mins intervals)

DURING the VCT session

• • Ensure the Trainer joins from two devices to ensure that one device is only connected to the audio and for presentation purposes, and the other device is only used to monitor the chat and see the participant list. (If one device is used, pixelated screens appears for the Participants).
  • Ensure the chat is setup to be visible to all participants so that Participants, Trainers and any other panelists can chat freely and everyone is able to see the chat 
  • Send a welcome message on the chat pod to all attendees
  • Ensure the Trainer does an audio and visual check for all Participants prior to delivery
  • Check if all Participants are connected to audio
  • Mute all Participants once session starts
  • Ensure the Trainer does a quick round of WebEx training functionalities to ensure Participants know how to use the main features
  • Inform Training Champion and Academy Operations Manager of any missing Participants 5 minutes after session starts
  • Check mailbox to see if any Participants have sent emails on issues joining
  • Take note on start time and end time of the session
  • Consistently check Participants list and chat pod and respond to queries immediately

END of the VCT session

• • Finalize names of Participants who completed the session (for attendance) and mark the attendance
  • Ensure Participants complete the post-test and feedback, certificates will then be auto-generated after completing the post-test
  • Ensure data on Wingspan is correct and complete – attendance marked, post-test completed, feedback completed
  • Follow-up with Participants to complete the above if required
  • Obtain the Trainer feedback report – can be done through Wingspan
  • Download the reports from Wingspan and generate a summary report containing - No of nominations v/s no of attendees

Key Annual KPI’s to be Achieved

• To start all the VCT sessions 1 hour before start of the session and be available throughout the session.
• To support all Participants joined the session for any audio, video and connectivity issues.
• To mark the attendance and initiate Post Test for all the VCT sessions supported within 24 hours from the end of the training session.
• To communicate to all the Participants who attended the VCT sessions completely to complete their Post Test and feedback.

Experience and Skills Required:

• High technical aptitude and a fast learner with a strong work ethic - Must be able to troubleshoot audio, video, and connectivity issues.
  • Must develop proficiency in the Wingspan LMS, and VCT training platforms (WebEx and Microsoft Teams)
    • Wingspan           
      • Can see the schedule
      • Can see the nominations
      • Monitor and marks the attendance post session
      • Ensures that Participants complete the post-test and feedback (not mandatory) on Wingspan
    • WebEx and Microsoft Teams
      • Knows how to use the platform, setup polls, load training presentations
      • Ability to troubleshoot connection and presentation issues
• Able to speak, read, and write well in English (to a professional working standard), with strong verbal and written communication skills.
• Ability to plan and implement tasks effectively – attention to detail, excellent organisational skills, able to prioritize work, work within tight deadlines, and manage own time effectively
• Ability to stay calm at all times and promote a professional face to all our customers and client
• Able to work independently and make quick decisions
• Good file management skills, able to use cloud platforms such as SharePoint.
• Must be able to use Office applications proficiently - Word, Excel and PowerPoint
• Able to create reports and charts from data in Excel and present these in PowerPoint

Qualifications Required:

• Bachelor’s degree.

Highly Desired Attributes:

• Able to speak, read and write in Arabic or French
• Ability to manage relationships up to a senior level
• Enthusiastic and Energetic

Equipment and Essentials

• A very good and reliable internet connection is essential for these roles
• Must have a quiet work area with minimal background noise and interruptions
• Must always be available and responsive during the work period – predominately via email.
• Must have a reliable laptop/computer and a good head-phone set
• Must have a mobile phone – will be required to contact Participants by phone frequently
• Access to, and thorough knowledge of the VCT training platform (WebEx and Microsoft Teams
• Ford CDS ID (for setting up WebEx training sessions and accessing Ford systems)
• Ford Academy email address

Important Working Relationships

• Academy Training Project Manager
• Academy Operations Manager
• Academy Trainers
• Distributor Training Champions/Managers
• Distributor Training Participants
• IT Department
• Ford Management

MSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success. As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.