Manager, Customer Training

Job Description

Primary Function of Position:

As a member of the Customer Training Team, this individual will be responsible for leading and supporting training center operations in our direct markets and developing training program strategies. The Manager Customer Training will also focus on developing the customer training team in the region, optimizing the utilization of our training centers in market, and supporting innovative technical and Surgeon-led training programs.

Roles and Responsibilities:

• Collaborate with customer training leadership team, sales team, marketing, and other stakeholders throughout the organization to ensure training support is properly allocated to meet the needs of the business.
• Hire, develop, and train members of the customer training team to support the growing and evolving needs of the company; mentor experienced team members and develop future leaders.
• Effectively manage diverse communications cross-functionally, internally, and externally. Effectively capture and represent the voice of the function and ISI overall. Effectively distill complexity and provide clear and actionable direction and information.
• Represent Customer Training as part of local leadership team.
• Establish new training centers as needed to support the region’s needs.
• Deliver quarterly training center business reviews.
• Leverage state of the art technologies to maximize training and educational platform, measuring training effectiveness and implementing enhancements as necessary.
• Ensure sustained performance and development of a highly skilled training team.
• Develop sustained competency within the Customer Trainers in the following areas:
  • da Vinci System technology and Ion.
  • da Vinci System applications.
  • Training Pathway process.
  • Training/coaching techniques/methodologies.
• Manage the Customer Training departmental goals that align with the business & commercial strategy for the region.
• Maintain competency and currency on technology training protocol, following the onboarding program guidelines, and annual competency check
• Manage & optimize Trainers’ weekly schedules in order to fit the specificities of the markets and the training programs available.
• Conduct surveys to gather data and measure program effectiveness.
• Propose solutions to improve actual processes.
• Analyze the CRM data to insure best utilization of the training resources.
• Collaborate with global training education peers to harmonize and improve processes.
• Collaborate with the Sales and Marketing teams to identify the specific needs of the areas and develop training strategy accordingly in alignment with the Customer Training Team.
• Support the development of training programs at designated training centers to further surgeons’ and OR staffs’ development of da Vinci system technology skills.
• Occasional support of the da Vinci® System in a hospital operating room.
• Travel up to 30%