Danaher Corporation Technical Trainer, Americas Customer Care Operations in Sunnyvale, California
The Technical Trainer is responsible for all technical support training activities across the US Customer Care organization, to prepare Technical Support Associates to accomplish set job results. The Technical Trainer will partner with the with the Global Product Support and Enablement Team to create scheduled instructor lead trainings, virtual training modules, assess training gaps to present proposed solutions, and measure effectiveness. The Technical Trainer will champion the Danaher Business System (DBS) and help increase associate proficiency.
ESSENTIAL JOB RESPONSIBILITIES:
Contribute to the creation of the overall Customer Care technical support training roadmap and priorities, elevating the operations of Americas Customer Care
Conducts training classes by presenting job-specific, company-specific, content to new and current technical support associates.
Collaborate with technical support management team to determine training requirements and timelines
Create and maintain strong relationships with Subject Matter Experts within Customer Care
Build partnerships with Subject Matter Experts, leadership team members, cross functional team members
Communicate training initiatives to all stakeholders
Assist in proprietary instructional content creation, including but not limited to company policy, commercial messaging, standard work, product and/or process changes and service bulletins
Create and maintain associate training matrix/report to identify skill gaps and collaborate with management to propose individualized training programs to close the gaps
Regularly review training content and collect feedback from trainees to assess quality and effectiveness, propose changes and continuously improve
Deploy industry best-practices for measuring and increasing technical support associate engagement
Quickly gain cursory-level understanding of DBS toolbox, partner with DBS Leader to engage associates and drive DBS proficiency across the organization
Capture learning from other Cepheid regional initiatives, to avoid common issues, utilize best practices and successfully integrate into training program
Develop working knowledge of Cepheid products, the Customer Care ecosystem, regulatory requirements, and industry and technology trends to identify business-oriented opportunities
Determines system utilization requirements by researching and testing systems.
Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer’s instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques before start of any training session.
Maintains quality service by establishing and enforcing organization standards.
Maintains technical knowledge by attending educational workshops; reviewing publications.
Contributes to team effort by accomplishing related results as needed.
Benchmark with other Danaher Operating Companies on best-practices
TRAINING RESPONSIBILITIES: (REQUIRED)
- Complete all assigned and required training satisfactorily and on time
Education and Experience (in years):
Associate’s degree; Bachelor’s degree is a plus.
Five years of technical support experience in Tier 1, Tier 2, or field service is required
Knowledge and skills:
Ability to adapt to change, proactively manage risks, clear roadblocks, and effectively communicate end-to-end program health
Successfully manage and lead training delivery in a completely remote work environment
Ability to use Visual Project Management methodology to manage programs/projects
Knowledge of electronic Learning Management System (Adobe Captivate, Docebo, SAP Litmos LMS, or similar)
Experience using Business software to include: MS Office (Excel, Outlook, PowerPoint, Word), Conferencing Applications (MS Teams, Zoom)
Advanced problem-solving, conflict resolution, active listening, and time management skills
Experience with analytics and understanding of support metrics and KPIs
Ability to collect information from multiple sources, sort through, integrate, and resolve often conflicting requirements, and drive an organization through the various issues to resolution
Highly effective communication and presentation skills
Ability to perform in a fast-paced, goal oriented and time-sensitive environment
Ability to learn quickly and pick up tools, systems, and processes in a short amount of time
Experience delivering training content for Customer Care teams across NA regions
3-5 years experience working in an FDA-regulated environment. Medical device or pharmaceutical preferred
CPLP/CPTM certification or similar
Travel to Cepheid office locations (15%)
Around 10% International travel for effective execution of projects
The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.
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.Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. 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.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 202.419.7762 or firstname.lastname@example.org to request accommodation.If you’ve ever wondered what’s within you, there’s no better time to find out.
Operating Company: Cepheid