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