Manager, Customer Training

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Primary Function of Position:

As a member of the Customer Training Team, this individual will be responsible for leading and supporting training center operations in our direct markets and developing training program strategies. The Manager Customer Training will also focus on developing the customer training team in the region, optimizing the utilization of our training centers in market, and supporting innovative technical and Surgeon-led training programs.

Roles and Responsibilities:

• Collaborate with customer training leadership team, sales team, marketing, and other stakeholders throughout the organization to ensure training support is properly allocated to meet the needs of the business.
• Hire, develop, and train members of the customer training team to support the growing and evolving needs of the company; mentor experienced team members and develop future leaders.
• Effectively manage diverse communications cross-functionally, internally, and externally.  Effectively capture and represent the voice of the function and ISI overall.  Effectively distill complexity and provide clear and actionable direction and information.
• Represent Customer Training as part of local leadership team.
• Establish new training centers as needed to support the region’s needs.
• Deliver quarterly training center business reviews.
• Leverage state of the art technologies to maximize training and educational platform, measuring training effectiveness and implementing enhancements as necessary.
• Ensure sustained performance and development of a highly skilled training team.
• Develop sustained competency within the Customer Trainers in the following areas:
• da Vinci System technology and Ion.
• da Vinci System applications.
• Training Pathway process.
• Training/coaching techniques/methodologies.

• Manage the Customer Training departmental goals that align with the business & commercial strategy for the region.
• Maintain competency and currency on technology training protocol, following the onboarding program guidelines, and annual competency check
• Manage & optimize Trainers’ weekly schedules in order to fit the specificities of the markets and the training programs available.
• Conduct surveys to gather data and measure program effectiveness.
• Propose solutions to improve actual processes.
• Analyze the CRM data to insure best utilization of the training resources.
• Collaborate with global training education peers to harmonize and improve processes.
• Collaborate with the Sales and Marketing teams to identify the specific needs of the areas and develop training strategy accordingly in alignment with the Customer Training Team.
• Support the development of training programs at designated training centers to further surgeons’ and OR staffs’ development of da Vinci system technology skills.
• Occasional support of the da Vinci® System in a hospital operating room.
• Travel up to 30%

Required Knowledge, Skills, and Experience:

• 8+ years of experience including 4+ years of Training / Professional Education experience.
• B.A. / B.S. degree required or equivalent clinical/medical degree.
• Demonstrated ability to initiate, build and execute a strategic plan.
• Strong interpersonal skills demonstrated experience in influencing and building effective collaborations with customers.
• Demonstrated ability to build, manage, mentor, and develop members of a high performing team.
• Demonstrated success in managing training projects and initiatives with measurable outcomes across multiple constituents: internal Intuitive functions and external parties.
• Knowledge of anatomy, physiology, medical disease states, surgical applications, and operating room environment.
• Excellent oral and written communication skills in English and local language.
• Knowledge of adult learning principles preferred.
• Medical-device experience preferred.
• Travel required.

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

U.S. Export Controls Disclaimer:  In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees
who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s
start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

This position may be filled at a different job level than listed here depending on

business need and/or on the selected candidate’s experience, knowledge and skills.

Compensation will be based primarily on the job level at which the role is filled and the

candidate’s qualifications, consistent with applicable law.

Accommodation & Accessibility Notice:

Intuitive is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require assistance or an accommodation during any part of the application or interview process, please contact People Services at HRHelpNow@intusurg.com.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.