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Manager Customer Training - Western Europe

Job Description

Job: Customer Service and Field Support
Primary Location: France-France-Île-de-France-Paris
Schedule: Full-time
Requisition ID: 200166

Description

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:

 

  • Establish new training centers as needed to support the Regions’ needs
  • Deliver quarterly training center business reviews
  • Leverage state of art technologies to maximize training and educational platform, measuring training effectiveness and implementing enhancements as necessary
  • Manage the hiring process to onboard new training team members as needed
  • 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
  • Maintaining competency and currency on technology training protocol; conducting training events at least 4 times per quarter.
  • Manage & optimize Trainer’s 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 the Customer Training Academic team and the Surgical societies in order develop training program strategies
  • Collaborate with the 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 and in particular with the Program Managers Specialized training and Academics
  • Collaborate with the Program Managers and the surgeons in market to promote clinical education programs specific to the region’s needs
  • Identify, and support the training of surgeon leaders in order to deliver robotic training
  • Develop and follow-up Intuitive proctors on quality of the trainings: enable opportunities for monitoring of qualitative and targeted training; e.g. improvements, feedbacks after the courses, customer satisfaction surveys, etc.
  • 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

Qualifications

Required Knowledge, Skills, and Experience:


  • 10+ years of experience including 5+ 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
  • Ability to travel extensively up to 70% and work around flexible schedule