Intuitive Surgical Careers

Training Program Manager - Berlin

Berlin, Germany
Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: Germany-Berlin-Berlin
Schedule: Full-time
Requisition ID: 190073


Primary Function of Position
The Program Manager, Customer Training will report directly to the Training Director for their region.  This training professional will collaborate cross-functionally with sales, marketing, and engineering to deliver high impact training for da Vinci® surgeons from a variety of surgical specialties including urology, gynecology, general surgery and cardiothoracic surgery.  The Program Manager will be actively involved in the continuous improvement of training programs and support customer training activities, engineering and training research initiatives. 
Roles and Responsibilities
  • Develop and implement advanced training programs for surgical teams
    • Identify and vet potential surgeon leads for capacity, personality, and willingness to be coached
    • Provide feedback to existing hosts on delivery, presentation, and lab execution
    • Collaborate with marketing counterparts on host selection, forecasting and planning
    • Write agendas as needed and obtain regulatory approval
  • Provide recommendations and feedback to Customer Trainers regarding organization and execution of Surgeon-Led Courses and Regional Courses
  • Partner with Customer Service Team/dVRC to schedule training events in labs in alignment with forecast and develop/implement improved processes
  • Partner with surgical societies to create strong relationships in order to influence surgeon training
  • Attend society events to build relationships with Key Opinion Leaders, high-volume surgeons, and administrators
  • Liaison with other medical device companies to provide enhanced support and material for Intuitive Surgeon-Led courses
  • Work with Sales leadership and marketing to align course numbers with forecast and ensure that courses are utilized effectively
  • Work with Customer Training team in a supportive and flexible manner
    • Trainer onboarding & mentorship
    • Annual recertification
    • Program quality assessments
    • Logistics management
  • Provide 12 Technical Trainings per quarter
  • Conduct da Vinci® Surgical System training programs for surgical teams at designated training centers and remote centers as needed
  • Support training of sales force as needed
  • Act as subject matter expert for internal projects
    • New product development
    • Training material/ protocol development
    • Training research initiatives
  • Provide occasional support of the da Vinci® System in a hospital operating room
  • Develop competency in the following:
    • da Vinci® System Technology
    • da Vinci® System applications
    • OR Efficiency
    • Training Pathway process
    • Training/coaching techniques/methodologies
    • Clinical applications

Core Competencies, Skills and Experience Requirements
  • 2-5 yrs. Professional Training experience
  • Proven experience training on complex topics and/or technology
  • High capacity and excellent problem solving skills
  • Solid organizational skills and ability to operate independently
  • Ability to present and engage with multiple stakeholders in order to create and sustain partnership and accountability
  • Professional work ethic
  • Excellent oral and written communication skills
    • Fluency in spoken and written English
  • Strong interpersonal skills
  • Knowledge of adult learning principles preferred
  • Medical-device experience preferred
  • Ability to travel up to 60%
Education and Training Requirements
  • Bachelor’s degree required preferably in Clinical or Health Sciences, Healthcare Management, Engineering, Business Administration, Communications or Education