Mgr Customer Training

Intuitive

1d•Hybrid

About The 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. This Position will report to the Sr. Manager position of the area.

Requirements

8+ years of experience including 4+ years of Training / Professional Education experience.
Demonstrated ability to initiate, build and execute a strategic plan.
Strong interpersonal skills demonstrated experience in influencing and building effective collaborations with customers.
Demonstrated ability to build, manage, mentor, and develop members of a high performing team.
Demonstrated success in managing training projects and initiatives with measurable outcomes across multiple constituents: internal Intuitive functions and external parties.
Knowledge of anatomy, physiology, medical disease states, surgical applications, and operating room environment.
Excellent oral and written communication skills in English.
B.A. / B.S. degree required or equivalent clinical/medical degree.

Responsibilities

Establish new training centers as needed to support the Regions’ needs.
Deliver quarterly training center business reviews.
Leverage state of art technologies to maximize training and educational platform, measuring training effectiveness and implementing enhancements as necessary.
Manage the hiring process to onboard new training team members as needed.
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. Maintaining competency and currency on technology training protocol following the onboarding program guidelines, and annual recertification.
Manage & optimize Trainer’s 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 ensure best utilization of the training resources.
Work with the Customer Training Academic team and the Surgical societies in order develop training program strategies.
Collaborate with the 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 strategies accordingly in alignment with the Customer Training Team and in particular with the Professional Education Managers training and Academics.
Collaborate with the Program Managers and the surgeons in market to promote clinical education programs specific to the region’s needs.
Support the development and execution of training programs for fellows, residents, and hospital staff at designated training centers and potentially at the hospitals or external labs.
Support the development of training programs at designated training centers to further surgeons’ and OR staffs’ development of da Vinci system technology skills.
Deliver customer training activities in his/her local training center as required.
Occasional support of the da Vinci® System in a hospital operating room.
Act as a Medical Device Consultant (Medizinprodukteberater) in Austria and Germany, after appropriate training, as per legal requirement and provide guidance, insight, and support in the proper handling of Intuitive medical devices.
Maintaining competency and currency on technology training protocol, following the onboarding program guidelines, and annual competency check.