The Service Trainer will provide internal and external customer support. This individual will partner with an Instructional Designer to work with both direct and in-direct markets to ensure that customers have the necessary tools to launch, optimize and sustain a successful robotic surgery and/or diagnosis program for Intuitive platforms. The Service Trainer will be actively involved in team training, program support and continuous improvement initiatives and collaborate extensively on process improvement and troubleshooting initiatives.
Essential Job Duties
Course facilitation
Support all da Vinci and Ion activities assigned
Master processes and recommend improvements to enhance team efficiency
Maintain critical documentation and standard operating procedures (SOPs) for key processes
Lead technical training course development for Intuitive platforms, job function integration, and advancement programs
Serve as a key stakeholder with Services management to identify and prioritize training needs
Assist in defining and managing training and certification criteria for individuals supporting Intuitive Services platforms
Participate in all phases of learning projects, including analysis, design, development, implementation, and evaluation
Proactively communicate project and task status to internal and external stakeholders
Conduct training needs analysis and collaborate with Subject Matter Experts (SMEs) to identify and capture learning content learning objectives
Collaborate with multimedia teams to create and modify instructional media assets
Develop instructor-led, virtual, blended, eLearning, and video-based training curricula
Conduct assessments and evaluations in accordance with course requirements
Participate in continuous process improvement initiatives
Mentor new hires and onboard cross-functional teammates
Required Skills
Excellent organizational skills and ability to multi-task
Self-starter with ability to take ownership of responsibilities with minimal direction
Superior verbal/written communication, teamwork, and interpersonal skills to work effectively with cross-functional groups
Ability to analyze complex situations and collaborate to find creative solutions
Ability to self-manage multiple development projects and deadlines
Ability to facilitate group and ad hoc training content
Ability to stand for extended periods and to move system parts throughout the day as needed
Ability to perform physical activities that may include heavy lifting and frequent body movement, including reaching, lifting, pushing, and pulling
Experience
Experience working with regulatory bodies including, but not limited to Compliance, Quality and Document Control
Experience in documentation creation in a controlled environment such as Agile
Experience in working in SAP, SFDC and ERP systems
Familiar with adult learning methodologies
A proven track record of problem solving, hands-on involvement to identify issues, and seeing solutions through to completion
Experience with project management and working as a cross functional team member
A history of self-directed learning to explore new technologies and skills that improved their personal and team effectiveness
Proven ability to develop and implement new processes to support evolving business needs
Desired attributes
Focus on vital few
Agility to adapt
Creativity to solve
Work through the unknown
Navigate in the gray
Distilling the complex
Growth Mindset
Exceptional interpersonal skills with the ability to build rapport and influence across various levels of the organization
Strong analytical skills
Self-motivated with excellent organizational skills and attention to detail
Required Education and Training
Associates degree or higher with coursework relevant to training, manufacturing, engineering, or educational development
Minimum 4+ years of relevant experience in any of the following: Training, Content Development, Customer Service, Field Service, Technical Support
Preferred
5 years in med device industry
DaVinci product knowledge
Ion product knowledge
OR protocol knowledge
Software application knowledge
Technical background
Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.
Intuitive is an Equal 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.
Mandatory Notices
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.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
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.
Accommodation & Accessibility Notice
Intuitive is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require assistance or an accommodation during any part of the application or interview process, please contact People Services at HRHelpNow@intusurg.com.
We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.
