Director, Global Technical Training

Danaher   •  

Sunnyvale, CA

Industry: Manufacturing & Automotive

  •  

8 - 10 years

Posted 33 days ago


Description



Cepheid is recruiting for a Director, Global Technical Training. This role will be based in Sunnyvale, CA.

SUMMARY


The Director of Global Technical Training will lead a team of technical training specialists and training coordinator to design, develop and deliver training programs. This individual will partner with other functions in the Global Service and Support Organization to identify training needs and leverage different training methods to build up technical capability. This individual will also be responsible for developing global technical training strategy as well as eLearning strategy and ensuring regulatory compliance of the training processes.




ESSENTIAL JOB RESPONSIBILITIES:

  • Lead a team of technical training specialists and training coordinator to design, develop and deliver training and development programs for Global Customer Care Organization
  • Partner with Global Product Support, Technical Support, Field Service and Repair Centers worldwide to identify training and development needs
  • Design and develop global training strategy for Global Customer Care, including technical and non-technical, onboarding, refresh training, training for new products and enhancement for existing products, etc.
  • Establish Train-The-Trainer and distribution technical training programs for international Customer Care teams
  • Partner with International Customer Care team to design and implement a training strategy that will support the regional growth, including building international Training Centers, identifying and developing technical trainers and establishing international training management processes
  • Establish technical skill assessment tools for Technical Support and Field Service teams and build customized learning programs and curriculums to improve team efficiency and customer experience
  • Develop standard work for Technical Support and Field Service team' learning and development journey
  • Manage Cepheid technical training centers in Sunnyvale and Chicago
  • Apply Adult Learning Theory, eLearning, blended learning methods to improve training effectiveness and students' learning experience
  • Develop Cepheid Customer Care eLearning strategy and build up eLearning capability of the training team, e.g., webinars, video, self-paced or on-demand learning methods
  • Leverage Learning Management System (LMS) to house, deploy and track global training initiatives
  • Drive continuous improvement projects to improve training quality and effectiveness
  • Develop and maintain a global process to keep track of training records and ensure compliance with internal and external audits
  • Improve training compliance with all safety, quality and regulatory requirements
  • Other duties and responsibilities as assigned



Qualifications


MINIMUM REQUIREMENTS

  • Bachelor's degree in related field with 9+ years related work experience OR
  • Master's degree in related field with 7+ years of related work experience
  • 3+ years of managing people

HIGHLY PREFERRED

  • Degree in Clinical Laboratory Science, Biomedical Engineering, or other relevant majors with technical aptitude to comprehend scientific and technical content
  • Experience in medical device, clinical laboratory, life science, field service or hotline technical support
  • Certification in technical training or relevant learning and development areas
  • 4+ years' experience in training management or technical capability building
  • Firsthand experience in design, develop and deliver eLearning programs and Learning Management System (LMS)
  • Demonstrated track record of strong leadership, organizational and communication skills
  • Metrics and results oriented with a continuous improvement mindset