Global Training Program Manager (Technical and Field Service)

Location
Kalamazoo, MI
Salary
Competitive
Posted
July 07 2017
Ref
51707BR
Position Type
Full Time
Job Description

When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.

The Global Training Program Manager (Technical and Field Service) will be a key role within our Anatomical Pathology Division located out of Kalamazoo, MI. The Anatomical Pathology Division (APD) provides laboratories with the broadest portfolio of instrument and consumable solutions, from specimen collection and grossing to advanced staining and cover slipping. The Division generates $400MM in annual revenue and has 1,500 employees in 13 countries. The anatomical pathology product line includes Richard Allan Scientific, Erie Scientific, Microm, Shandon, and Lab Vision.

Responsibilities:

  • Manage day-to-day operations of training courses pertaining to a instrumentation portfolio
  • Maintain and approve training course manuals and materials, along with the required instrumentation for training purposes; this to include Technical Support, Field Service, and Applications
  • Schedule programs to provide Technical Service and Support personnel training on the instrumentation portfolio of products
  • Manage and monitor the competencies and proficiency of the global service organization and establish protocols for improvement
  • Manage the relationships and training proficiencies of our third party organizations, to include scheduling refresher training, compliance, and Thermo Scientific expectations
  • Perform on-going field evaluations of the field team and identify gaps in technical/ soft skill proficiency
  • Meet with customers on product quality, service levels, and additional revenue opportunities
  • Provide consistent feedback to employees and monitor training development plans
  • Perform all new hire training and on-boarding
  • Maintain existing and recommend new metrics to measure customer training effectiveness in-house or in the field related to the instrumentation portfolio
  • Responsible for policies and procedures relating to daily functionality of the Service & Support department to include assistance with ISO documentation and compliance
  • Create and maintain training schedules for entire Technical Support, Field Service, and Laboratory Application staff, ensuring course scheduling is up to date
  • Proactively manage course offerings and assure necessary course availability
  • Where applicable, perform quarterly field evaluations of each field service technician
  • Work with instructors (in lieu of teaching course directly), to insure manuals and course work are consistent to include course goals, measurements of success, hands-on activities, and that overall delivery of course work is effective. Also assure instruments are available for training and related consumables are available for training
  • Monitor training programs through direct and indirect surveys insuring relevant training goals are addressed by the course instructor. Provide summary of course performance to management
  • Develop and implement plans to improve technical services and capabilities while working towards corporate revenue and customer allegiance goals
  • With input from employee's management, schedule training opportunities/ refresher training that fit with the technician's needs to balance customer commitments
  • Enhance employee training tracks with prerequisite course work, recommended timelines and certification criteria, including fast track through certification on similar products
  • For technical training courses, identify new product models and plan for new product introduction training as well as future support
  • Create live or distance learning courses in technical and soft skills development
  • Share best practices, provide support, and develop training programs that can be launched globally
  • With the help of the Global Technical Support, Depot, Marketing, Sales, Quality, and R&D Teams, help manage the content for the Moxie Knowledge Database and other forms of training software
  • Manage the Service Organizations Master Control training compliance
  • Build closer relationships with Territory Account Managers and Field Laboratory Application Specialists
  • Continuous process improvement, internally and externally, utilizing Practical Process Improvement (PPI) methodology specifically focused on Customer Allegiance Score (CAS) improvements

Minimum Requirements/Qualifications:

  • 2-3 years of Adult Learning Organizational Design
  • Bachelor's degree in Technical or Business discipline preferred. Will consider experience in lieu of educational requirements
  • Service or Sales Supervisory/ Leadership Experience
  • Demonstrated technical product support strongly preferred to include; customer facing, phone based, or other documented function
  • Demonstrated Microsoft computer environment proficiency to include Powerpoint, Excel, Word, and Visio

Non-Negotiable Hiring Criteria:

  • Bachelor's Degree, or higher education, in related field highly preferred
  • Exceptional communication (verbal and written) skills
  • Detailed understanding of Windows based software, networking and PC hardware
  • Ability to prioritize multiple high priority activities (program development, training delivery, travel, service mentoring, and other group needs), and establish realistic schedules to meet requirements
  • Ability to work independently, and as part of a group, to accomplish individual and team objectives
  • Independently resolve difficult customer problems as applicable
  • Complete understanding of the functional responsibilities that surround world class customer service
  • Understands the principals of the first line supervision-managing performance, delegation, organization, and managing the workload with available resources
  • Familiar with computer applications, such as spreadsheets and word processing
  • Knows and can use statistical principals necessary to analyze data
  • Ability to travel up to 25%


At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.




Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.