Danaher Corporation Learning and Development Specialist Customer Care EMEA in Amsterdam, Netherlands
At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.
Cepheid is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.
For Cepheid´s ever-evolving EMEA Customer Care team, we currently have an exciting opportunity for a Learning & Development Manager Customer Care EMEA. Within this role, you will be responsible for all training activities across the EMEA Customer Care organization, including ensuring consistent messaging and service techniques for internal and external customer-facing interactions. You will partner with the Technical Engineering Manager, technical trainers and subject matter experts to ensure delivery and execution of training programs.
In strong partnership with the EMEA Customer Care organization and Global Learning & Development partners, you will strive for continuous improvement of organizational capability through instructional design to evaluate, assess, drive creation of training modules/strategies and measuring the effectiveness of their implementation through knowledge of adult learning theory.
You develop the overall Customer Care training strategic roadmap to elevate the operations of EMEA Customer Care Field Service Engineers and Support Operation members;
You define program resource needs, negotiate resourcing plans and track usage;
You prioritize and communicate expectations around timelines for deliverables to all stakeholders;
You assist in implementing instructional content (standard training decks, policies, service technical bulletins) in collaboration with Global Learning and Development group;
You create and maintain associate training profile matrix/report to identify skill gaps and collaborate with management to propose individualized training programs to close the gaps;
You develop Key Performance Indicators (KPIs) to measure program success and report-out to senior management using visual program management tools;
You regularly review program content/curriculum and collect feedback from trainees to assess quality and training effectiveness. Propose and oversee implementation of changes to measure effectiveness;
Deploy industry best-practices for measuring and increasing associate engagement
You deploy industry best-practices and c apture learning from other Cepheid regional initiatives, to avoid common issues and integrate practices into training programs;
You develop working knowledge of Cepheid products, the Customer Care ecosystem, regulatory requirements, and industry and technology trends to identify business-oriented opportunities;
You plan, organize, and coordinate activities related to initial onboarding and lifetime learning of Field Service Engineers and Support Operation members, including technical and interpersonal skills, Danaher Business Systems and quality trainings;
You identify Subject Matter Experts and set-up contingency plans to maintain training capacity in collaboration with regional teams;
You work alongside the Quality department to ensure regulatory and quality compliance of training processes and coordinate administrative activities within ComplianceWire for Support Operations;
You collaborate with Instructional and Visual Designers on Global and Regional Learning and Development teams to ensure alignment of approach and consistency in training delivery modes.
Your Background & Key Skills:
Bachelor’s or Master´s Degree in Business, Marketing, Quality, Sales or equivalent;
Proven experience in a similar position and training professionals within a Customer Care or Service organization;
Familiar with working in an international matrix organization and the ability to successfully manage and lead programs in a completely remote and diverse work environment. Hands-on approach is desired;
Full working proficiency in the English language required, proficiency in any other European language (i.e. Dutch, German, French, Italian or Spanish) is a big plus.
Ability to collect information from multiple sources, evaluate, integrate, and resolve often conflicting requirements, and drive an organization through the various issues to resolution in a fast-paced, goal oriented and time-sensitive environment;
Solid understanding of Instructional Design methodology and principles;
Able to quickly build trusted relationships at all levels of an organization, from subject matter experts (SMEs) to senior management executives;
Proficient knowledge of electronic Learning Management System (Docebo, Moodle, SAP Litmos LMS, or similar);
Excellent communication and presentation skills;
Effective organizational and training capabilities with focus on problem-solving, conflict resolution, listening, and time management;
Awareness of Lean methodologies and preferred experience with structured continuous improvement tools (i.e. Daily Management, Standard Work, Problem Solving, Kaizen, and Gemba Walks).
Willingness to (internationally) travel (approximately 10% of the time) to Cepheid office locations and meeting with partners for effective execution of projects.
When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.If you’ve ever wondered what’s within you, there’s no better time to find out.
Operating Company: Cepheid