Manager, Customer Training

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 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 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%

Qualifications :

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 local language.

• Knowledge of adult learning principles preferred.

• Medical-device experience preferred.

• Travel required.

Additional Information :

Due to the nature of our business and the role please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees and prohibit discrimination and harassment of any type without regard to race sex pregnancy sexual orientation gender identity national origin color age religion protected veteran or disability status genetic information or any other status protected under federal state or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR 743.13(b)) some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employeeswho are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the governments licensing process can take 3 to 6 months) or (ii) implement a Technology Control Plan (TCP) (note: typically adds 2 weeks to the hiring process).  

For any Intuitive role subject to export controls final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employeesstart date which may or may not be flexible and within a timeframe that does not unreasonably impede the hiring need. If applicable candidates will be notified and instructed on any requirements for these purposes. 

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages inclusive of base pay incentives benefits and equity. It would not be typical for someone to be hired at the top end of range for the role as actual pay will be determined based on several factors including experience skills and qualifications. The target base compensation ranges are listed.

Remote Work :

No

Employment Type :

Full-time