Manager, Global Customer Excellence Training - Remote
Company: ICU Medical
Location: San Clemente
Posted on: January 21, 2023
Job Description:
Position Summary
- Develop training material to be delivered in a remote work
environment
- Manage the Customer Experience training function of ICU
Medical. Primary responsibility is for new hire, cross functional,
and soft skills training as well as Customer Excellence leadership
management training
- Lead the direction of the regional training programs
- Develop, implement, and lead the Interaction Quality team
-Essential Duties & Responsibilities
- Analyze Customer Excellence training needs in each region by
completing needs analysis for training requests to determine the
appropriate content
- Develop a recruitment plan to ensure headcount targets are met
within the training team
- Develop metrics and goals for training staff employees
- Manage employees through effective performance management
- Collaborate on the design, development, and execution of the
Onboarding Program for regional Customer Excellence teams
- Develop Customer Excellence knowledge and capabilities through
continuous learning
- Lead the education of Customer Excellence professionals and
other on best-in-class service processes and practices
- Lead the training process of the Customer Excellence team on
the skills and aspects of their roles that are essential to being
well prepared and knowledgeable to gain customer confidence while
interacting with ICU Medical
- Analyze the effectiveness of training programs through value of
investment, return on investment, manager feedback, and needs
assessment tools. - Take appropriate action to provide continuous
learning where knowledge and skill deficits exist
- This position is required to assure compliance of Company
operations to all applicable laws, regulations and standards, good
business practices and company documented procedures
- Work closely with regional Customer Excellence leadership to
ensure ongoing training needs are being developed and
delivered
- Collaborate with regional Customer Excellence leadership on
monitoring and delivery of quality interactions
- Other duties as assigned by Supervisor - -Knowledge, Skills &
Qualifications
- Knowledge of training principles and techniques, such as adult
learning principles, instructional methodology, train the trainer,
blended learning, and e-learning. Skill in developing training
programs and curriculum to meet individual and group.
- Knowledge of ICU Medical customers and ability to meet customer
requirements
- Project management skills i.e., conducting needs assessment and
needs analysis, defining the problem, setting objectives,
coordinating resources, and meeting project deadlines
- Negotiation skills to allocate limited department
resources.
- Management skills such as accomplishing department goals
through cross functional collaboration.
- Planning skills such as setting goals and formulating
objectives for area of responsibility.
- Analytical skills to interpret needs assessments and needs
analysis. -Education and Experience
- BS degree or appropriate experience
- A minimum of 5 years' experience in Customer Excellence
practices preferred -Minimum Qualifications
Must be 18 years of ageTravel
Requirements
Typically requires travel Physical
Requirements and Work Environment
- This is largely a sedentary role. This job operates in a
professional office environment and routinely uses standard office
equipment.ICU Medical is an Affirmative Action and Equal
Opportunity Employer. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, or protected veteran status and will not be discriminated
against on the basis of disability. - - -This role is based
remotely; the incumbent may be remote in any state other than
Colorado; California; Connecticut; Montana, Maine or New York. -
-
Keywords: ICU Medical, San Clemente , Manager, Global Customer Excellence Training - Remote, Executive , San Clemente, California
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