Senior Manager, Field Training and Customer Learning Experience

Haemonetics•Boston, MA

9d•$124,300 - $211,700

About The Position

The Senior Manager, Field Training & Customer Learning Experience is responsible for the development, execution, and continuous improvement of training programs for Field Service personnel across direct and distributor organizations. This role leads the design and delivery of the technical training curriculum, certification programs, and learning experiences, ensuring Field Service teams are equipped with the knowledge and skills needed to perform effectively. A key focus is creating consistent training approaches, tools, and standards across regions to drive alignment and quality. In addition, this role extends training beyond internal teams by developing a customer learning strategy and experience, including a customer-facing training portal that supports customers for first-line troubleshooting and basic maintenance, improving efficiency and reducing unnecessary field service dispatches. The role also provides sales training operational support, ensuring consistency in training tools, deployment strategies, and compliance/record-keeping practices, with the opportunity to evolve scope as the function scales. The position requires strong working knowledge of field service operations to translate real-world service activities into practical, high-impact training solutions.

Requirements

Bachelor’s Degree in a technical discipline or equivalent experience
5–7 years of experience in technical training, field service, or learning development, preferably in healthcare or medical devices
Experience developing and delivering technical training programs and materials
Exposure to multi-region training environments or global organizations preferred
Experience supporting product launches and training execution
Strong skills in curriculum development, training delivery, and field learning execution
Solid understanding of field service operations and technical workflows
Ability to drive consistency and standardization across regions
Strong organizational and project management skills
Excellent stakeholder management, communication, and leadership skills
Experience with learning platforms, LMS, or customer training portals is a plus

Responsibilities

Design, develop, and maintain technical training curricula for Field Service personnel, including onboarding, product training, and advanced skill development.
Translate knowledge of installation, maintenance, and troubleshooting practices into effective training materials and learning experiences.
Develop a range of training assets including instructor-led content, e-learning modules, job aids, and assessments.
Ensure all training programs include clear objectives, structured content, and measurable knowledge checks.
Deliver high-quality technical and product training to Field Service Engineers, distributors, customer operators and internal teams.
Execute training plans in support of new product launches, ensuring timely readiness of Field Service teams.
Develop and manage the annual training schedule, ensuring effective coordination, logistics, and participation.
Partner with regional stakeholders to ensure successful execution and adoption of training programs.
Create and maintain applications training curriculum for customer operators to ensure operators fully understand operational requirements and system operations prior to utilization.
Create targeted training that enables customers to perform first-line troubleshooting, basic maintenance, and issue identification, helping to reduce service escalations and improve resolution speed.
Develop and execute a customer learning experience strategy for deployment of training content, user experience, and engagement, including the design and ongoing management of a unified customer training portal.
Drive consistency in training approaches, delivery methods, content, and certification standards across EMEA, US, and ASPAC.
Partner with global and regional teams to align on best practices, tools, and methodologies.
Support the implementation and adoption of standardized training frameworks and certification programs.
Track and report on training completion, certification status, and program effectiveness.
Gather and analyze feedback to enhance training quality, usability, and impact.
Identify skill gaps and continuously evolve training to meet changing field and business needs.
Ensure a clear connection between customer training, field service efficiency, and product performance outcomes.
Partner with Commercial and Sales Enablement teams to support consistent deployment of sales training programs(excluding clinical training programs)
Ensure alignment and governance of training tools, platforms, and delivery approaches used across commercial training initiatives.
Support compliance, tracking, and documentation of sales training activities to meet audit and organizational requirements.
Contribute technical input where needed, while maintaining primary focus on training infrastructure and execution consistency.
Build strong partnerships with Field Service, Commercial, Marketing, and regional teams to create and deliver the training roadmap to support continued growth of our business.
Act as a key point of contact for Field Service training needs and priorities.
Collaborate with field teams and distribution partners to support training delivery and capability development.
Ensure all training activities comply with company policies, ISO standards, and regulatory requirements.
Maintain accurate training records and documentation for audit readiness.
Support process improvements and adherence to established systems, tools, and quality standards.

Benefits

401(k) with up to a 6% employer match and no vesting period
Employee stock purchase plan
Flexible time off for salaried employees
Accrual of three to five weeks’ vacation annually (based on tenure) for hourly employees
Accrual of up to 64 hours (annually) of paid sick time
Paid and/or floating holidays
Parental leave
Short- and long-term disability insurance
Tuition reimbursement
Health and welfare benefits