Manager, Training & Safety

KUKA•Denver, CO

About The Position

The Manager, Training & Safety provides leadership to the TransLogic Training and SMA upgrade teams and heads safety programs for Swisslog Healthcare. The position also performs key account management for select assigned accounts. The role oversees team priorities, client engagement, operating practices, training, performance, and budget management. It leads the development and delivery of training for employees and customers, including classroom, online, webinar, and other virtual learning. The manager also serves as business owner for the LearnUpon learning management system and manages the OpenSesame learning content program. The position manages the SMA program, its metrics and processes, and supports upgrade efforts by addressing customer IT environment challenges, evaluating remote access tools, and developing upgrade expertise within Customer Care. In assigned customer accounts, the manager builds an understanding of customer goals, leads Quarterly Business Reviews, advocates for a strong customer experience, identifies value-added service opportunities, and communicates customer requests to inform product development. The manager leads Swisslog Healthcare’s safety program, chairs monthly safety meetings, coordinates with legal and People and Organization teams on safety matters and incident investigations, maintains safety documentation, supports safety surveys, liaises with external consultant JJ Keller, and administers the online SDS library.

Requirements

At least 5 years of experience with TransLogic pneumatic tube systems.
At least 5 years of account management, customer support, or client services experience.
A “Get it Done” attitude while keeping customer experience a top priority.
Desire to learn new technologies and technical aptitude.
Exceptional organization, communication, and presentation skills.
Strong business acumen and service orientation.
Ability to work independently and in a team-oriented, collaborative environment.
OSHA 30 certification, or ability to obtain it within 30 days of starting.
Associate degree, military technical training, or equivalent experience.

Nice To Haves

Bachelor’s degree.
Safety program experience.
Experience interpreting pneumatic tube system metrics and analytics.

Responsibilities

Identify team priorities and client engagement activities, and provide guidance and leadership to the team.
Establish operating practices, training activities, and KPIs to monitor team initiatives and work.
Recruit, select, orient, train, and develop employees; address performance improvement needs and take appropriate action.
Communicate job expectations, plan and monitor work, evaluate results, and coach and counsel employees.
Manage the budget in accordance with the approved plan.
Oversee development of in-person and online training content and strategies for internal and external customers, including sales and field service education.
Manage classroom training programs for customers and employees.
Work with Product and Engineering teams to develop technical training during product development.
Promote adoption of sales and service tools through continuing education, including webinars, bulletins, and other virtual engagements.
Serve as business owner for the LearnUpon learning management system and manage the OpenSesame learning content program.
Manage the SMA program, metrics, and processes; evaluate customer IT environment challenges and remote access tools for upgrade efforts.
Use team members as upgrade experts to train other Customer Care resources.
Develop an understanding of assigned customers’ businesses and goals, and recommend TransLogic solutions and services to support them.
Establish protocols and lead Quarterly Business Review meetings; report on success criteria and KPIs.
Advocate for customers and ensure they receive a high-quality experience and realize agreed-upon benefits from their TransLogic investments.
Identify and implement revenue-generating strategies for value-added services such as training, consulting, optimization, and workflow assessments.
Gather customer feature and functionality requests and help develop business justifications for product development priorities.
Manage the Swisslog Healthcare Safety program and chair monthly safety meetings.
Coordinate with the legal team on safety topics and with People and Organization on incident logs and investigations.
Maintain safety policies and other documents, developing new documents as needed.
Work with the prequalification team to respond to safety surveys and provide required documents.
Serve as the primary interface with external consultant JJ Keller.
Own and administer the online SDS library and maintain all SDS.