Intuitive Surgical Careers

Senior Director, Customer Training Worldwide

US-CA-Sunnyvale, California
Customer Service and Field Support

Job Description

Job: Customer Service and Field Support
Primary Location: United States-California-US-CA-Sunnyvale
Schedule: Full-time
Requisition ID: 182272


Company Description:

Who is Intuitive Surgical? The numbers tell an amazing story. Learn more about our company.

Joining Intuitive Surgical means joining a team dedicated to using technology to benefit patients by improving surgical efficacy and decreasing surgical invasiveness, with patient safety as our highest priority.

The Senior Director, Worldwide Customer Training will report directly to the Vice President Professional Education & Program Services. This leader will provide global, strategic and transactional customer training support for the company. As a member of the PEPS leadership team, this individual will be a key player in driving various functions of training with significant responsibility for the continued success of the training enterprise. This position will initially lead our global direct customer training markets with the potential to oversee indirect customer training over time.

Roles and Responsibilities:

This position has responsibility and authority for:

• Develop and drive global customer training strategy in alignment with company goals and business results in both direct and indirect markets
• Manage customer training leadership worldwide to ensure training support is properly allocated to meet each region’s growing business demands on time and within budget
• Collaborate with General Managers in direct and indirect markets to evolve customer training strategies and installations to best meet specific market demands
• Oversee the development of training programs at designated training centers and other 3rd party/customer sites to support surgeons’ and OR staff members’ skill development
• Partner with Sales and Marketing leadership to identify new areas of opportunity for training program advancement
• Collaborate with internal teams to investigate new approaches to training including machine learning, advanced simulation and augmented/virtual reality
• Measure training effectiveness through data analytics and implement enhancements as necessary
• Oversee regional customer training leader’ identification, implementation and management of training centers and quarterly goals
• Hire, develop and train members of the customer training leadership team to support the advancement of standardized, reproducible approaches to program inception/execution, surgeon host identification/development, trainer onboarding/advancement and lab implementation/management
• Develop competency within the customer training organization by providing direction and vision for the following areas:

o Medical Device Technology Training
o Peer-to-Peer Clinical Education
o Lean Training Lab Management
o Simulated Tissue Model Utilization


Competency Requirements:

Competency is based on: education, training, skills and experience. In order to adequately perform the responsibilities of this position the individual must:

• 12+ years of Surgical or Clinical Customer Training management experience
• 5+ years’ experience leading training teams in global markets
• B.A. / B.S. Degree in Clinical or Health Sciences, Healthcare Management, Business Administration, Communications, Education
• Graduate degree preferred
• Demonstrated ability to think and act strategically in the development and execution of Training functions
• Demonstrated ability to work cross departmentally to achieve goals
• Knowledge of anatomy, physiology, medical disease states, surgical applications and operating room environment
• Significant experience with project management
• Excellent oral and written communication skills
• Strong cross cultural interpersonal skills
• Knowledge of adult learning principles preferred
• Medical-device experience preferred
• Fluent English required, additional languages preferred
• Willingness to travel 40% domestically & internationally

We are an AA/EEO/Veterans/Disabled employer.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.