Intuitive Surgical Careers

Customer Training Manager - Australia

Australia, Australia
Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: Australia-New South Wales-Australia
Schedule: Full-time
Requisition ID: 182462


Primary Function of Position: 
The Manager, Customer Training, Australia will report to the Director, Customer Training – Global Distribution. As a member of the Customer Training Team, this individual will be responsible for leading and supporting training center operations in our distribution markets. The Manager will be focused on developing the customer training team in the region, optimizing the utilization of our training centers in market and creating/managing innovative technical and Surgeon Led training programs. Additionally, they will be supporting training initiatives for the Australia, New Zealand and ASEAN regions (Singapore, Thailand, Vietnam, Philippines, Malaysia and Indonesia
Roles and Responsibilities:
  • Building and supporting training programs at designated training centers to further surgeons’ and OR staffs’ development of da Vinci system technology skills
  • Collaborating with surgeons in market to create clinical education programs specific to the region’s needs
  • Measuring training effectiveness and implementing enhancements as necessary
  • Developing sustained competency within the Training Specialists in the following areas:
    • da Vinci System Technology
    • da Vinci System applications
    • OR Efficiency
    • Training Pathway process
    • Training/coaching techniques/methodologies
  • Assessing customer trainer performance on an ongoing basis to ensure training excellence and accountability
  • Identifying, implementing and managing training center logistics, inventory, calendars and quarterly goals in association with our distributors.
  • Establishing new training centers as needed to support the commercial distribution team’s goals
  • Creating and delivering quarterly training center business reviews

Competency Requirements:
  • 5+ years of Training / Professional Education experience
  • B.A. / B.S. degree required or equivalent clinical/medical degree
  • Graduate degree preferred
  • Demonstrated ability to work directly with customers
  • Demonstrated ability to mentor and develop others
  • Demonstrated ability to create and manage training projects and initiatives with measurable outcomes
  • Demonstrated ability to work cross departmentally as well as with external parties to achieve training goals
  • Knowledge of anatomy, physiology, medical disease states, surgical applications and operating room environment
  • Experience with project management
  • Excellent oral and written communication skills –English. Additional ASEAN language preferred
  • Strong interpersonal skills
  • Ability to travel extensively and work around flexible schedule