Customer Training Manager (West)

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.
• Collaborate with national IDN’s and surgical societies to develop education strategies that serve the market.
• Represent Customer Training as part of local leadership team.
• Establish new training centers as needed to support the Regions’ 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.
  • da Vinci System applications.
  • Training Pathway process.
  • Training/coaching techniques/methodologies.
• Manage the Customer Training CIP 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.
• Work with Surgical societies in order to develop training program strategies.
• 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 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.
• Occasional support of the da Vinci® System in a hospital operating room.
• Travel up to 30%

Required Knowledge, Skills, and Experience:

• 8+ years of experience including 4+ years of Training / Professional Education experience.
• B.A. / B.S. degree required or equivalent clinical/medical degree.
• 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 and Japanese language.
• Knowledge of adult learning principles preferred.
• Medical-device experience preferred.
• Travel required.

退役軍人の地位、障がいの有無、遺伝情報、連邦・州・地域の適用法で保護されているその他地位に関係なく、すべての適格な応募者および従業員に均等に雇用機会を提供し、かつあらゆる種類の差別や嫌がらせを禁止します。

当社は、雇用機会均等法に従い、逮捕歴や犯罪歴のある適格な応募者の雇用を検討します。