Mgr Customer Training

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture—our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential. 

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.

Job 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.

This Position will report to the Sr. Manager position of the area.

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 and Ion. 
  • da Vinci System applications. 
  • Training Pathway process. 
  • Training/coaching techniques/methodologies.
• Maintaining competency and currency on technology training protocol following the onboarding program guidelines, and annual recertification. 
• 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 ensure 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 strategies accordingly in alignment with the Customer Training Team and in particular with the Professional Education Managers training and Academics. 
• Collaborate with the Program Managers and the surgeons in market to promote clinical education programs specific to the region’s needs. 
• 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. 
• Deliver customer training activities in his/her local training center as required 
• Occasional support of the da Vinci® System in a hospital operating room. 
• Act as a Medical Device Consultant (Medizinprodukteberater) in Austria and Germany, after appropriate training, as per legal requirement and provide guidance, insight, and support in the proper handling of Intuitive medical devices. Maintaining competency and currency on technology training protocol, following the onboarding program guidelines, and annual competency check 

Qualifications

Required Knowledge, Skills, and Experience

 •8+ years of experience including 4+ years of Training / Professional   Education experience. 

• 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.

• B.A. / B.S. degree required or equivalent clinical/medical degree.

Working Conditions

• Located in Amsterdam
• Travel required

Additional Information

Intuitive is an Equal Employment 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.

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

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 employees
who 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 government’s 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 employee’s
start 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. 

This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidate’s experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate’s qualifications, consistent with applicable law.