Customer Training Support Manager

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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.

Manage the Customer Training Support team, ensure the successful operational execution of the customer training strategy, in line with the commercial organization guidelines and the company goals.

Promote exceptional support to every customer, every time by ensuring team members deliver consistently unique experiences to both internal and external audiences, in alignment with Intuitive mission and values.

Roles And Responsibilities

• Plan, organize and lead the Customer Training Support activities to ensure a world-class experience is delivered to external and internal customers, throughout the use of best practices and continuous process improvement.
• Ensure timely, accurate, and value-added responses to inbound inquiries and requests, with a focus on exceptional service to business partners inside and outside the organization.
• Ensure a solid business partnership with Customer Training, Marketing and Sales management, as well as other key support functions to be “one face to the customer”
• Foster strong and positive collaboration with other departments, work closely with groups such as Contracts, Finance, HCP Compliance, to ensure quality for all of our customers (Patients, Hospitals, Surgeons, Commercial and business partners).
• Identify opportunities for process improvement and drive solutions’ implementation, with a focus on business process automation and cross-functional efficiencies.
• Establish and drive team goals in line with the Business Unit and Corporate goals.
• Define and implement Service Level Agreements with local leadership team.
• Develop and maintain key performance indicators to monitor team’s performance and effectiveness.
• Lead and participate to projects that will result in enhanced business system capabilities, process improvements, timely and efficient implementation of new Customer Training programs.
• Exercise full management authority, including recruitment, employee training and development, performance reviews, pay decisions and personnel actions.
• Focus on the career development of direct reports by assigning and monitoring individual tasks, group projects and/or objectives.
• Build a strong team culture.
• Provide leadership and build organizational capability within the Customer Training Support team, by developing a highly effective team.
  

Skills/Job Requirements

• We’re looking for an individual with high energy and focused on delivering excellent customer support. Someone who can inspire a multicultural team through highly effective communication and individual development opportunities. The ability to drive organizational efficiency with a collaborative and solution based approach is a must.
• 6-10 years of experience working in customer training or event management, with a minimum of 5 years in a team management position, ideally in an international and fast growing environment.
• Preferred experience in Biotech or Medical Device industry. Having worked in a US group is a plus.
• Natural ability to build strong relationships, maintain a positive attitude and has the ability to think strategically.
• Demonstrated success in project management, analytical skills with the ability to resolve a wide variety of complex issues or problems.
• Customer advocacy and centricity.
• Experience in lean process, process improvement, implementation of enabling technologies.
• Flexible, able to prioritize and organize; ability to multi-task with a passion for creation and a proven track record of driving continued improvement.
• Ability to take leadership in a dynamic, fast paced and unstructured environment.
• Proven experience in leading, motivating and developing teams. Excellent organizational skills.
• Experience and ability to work effectively with multi-cultural and cross-functional groups.
• Superior oral and written communication skills, teamwork, and interpersonal skills to work across multiple constituents through multiple channels.
• Fluent at least in English and another European language (French or German preferred).
• Strong computer skills. MS Office Suite (Excel analysis, PowerPoint presentations, charts, graphing), ERP/CRM system (SalesForce.com is a plus), experience with database applications.
• Basic understanding of human anatomy and physiology preferred.
• Ability to participate and contribute to meetings with Company Executives, and present to large audiences.
  

Shift : Shift 1 - Day

Travel : No

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