Senior Services Learning Trainer

Company Description

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.

Job Description

Primary Function of Position
The Service Trainer will contribute to the design and content development of Intuitive products, including but not limited to web-based learning, instructor-led training, blended instruction solutions, and virtual sessions. Development will focus on the technical and mechanical aspects of our Intuitive products. Deliverables such as technical product videos and online learning modules will be integrated into learning management systems and multiple delivery platforms.

The Service Trainer will provide internal and external customer support. This individual will partner with an Instructional Designer to work with both direct and in-direct markets to ensure that customers have the necessary tools to launch, optimize and sustain a successful robotic surgery and/or diagnosis program for Intuitive platforms. The Service Trainer will be actively involved in team training, program support and continuous improvement initiatives and collaborate extensively on process improvement and troubleshooting initiatives.

Essential Job Duties

• Course facilitation
• Support all da Vinci and Ion activities assigned
• Master processes and recommend improvements to enhance team efficiency
• Maintain critical documentation and standard operating procedures (SOPs) for key processes
• Lead technical training course development for Intuitive platforms, job function integration, and advancement programs
• Serve as a key stakeholder with Services management to identify and prioritize training needs
• Assist in defining and managing training and certification criteria for individuals supporting Intuitive Services platforms
• Participate in all phases of learning projects, including analysis, design, development, implementation, and evaluation
• Proactively communicate project and task status to internal and external stakeholders
• Conduct training needs analysis and collaborate with Subject Matter Experts (SMEs) to identify and capture learning content
• Design and develop engaging training content aligned with learning objectives
• Collaborate with multimedia teams to create and modify instructional media assets
• Develop instructor-led, virtual, blended, eLearning, and video-based training curricula
• Conduct assessments and evaluations in accordance with course requirements
• Participate in continuous process improvement initiatives
• Mentor new hires and onboard cross-functional teammates

Qualifications

Required Skills

• Excellent organizational skills and ability to multi-task
• Self-starter with ability to take ownership of responsibilities with minimal direction
• Superior verbal/written communication, teamwork, and interpersonal skills to work effectively with cross-functional groups
• Ability to analyze complex situations and collaborate to find creative solutions
• Ability to self-manage multiple development projects and deadlines
• Ability to facilitate group and ad hoc training content
• Ability to stand for extended periods and to move system parts throughout the day as needed
• Ability to perform physical activities that may include heavy lifting and frequent body movement, including reaching, lifting, pushing, and pulling

Experience

• Experience working with regulatory bodies including, but not limited to Compliance, Quality and Document Control

• Experience in documentation creation in a controlled environment such as Agile (Add SOP DOP WI)
• Experience in working in SAP, SFDC and ERP systems
• Familiar with adult learning methodologies
• A proven track record of problem solving, hands-on involvement to identify issues, and seeing solutions through to completion
• Experience with project management and working as a cross functional team member
• A history of self-directed learning to explore new technologies and skills that improved their personal and team effectiveness
• Proven ability to develop and implement new processes to support evolving business needs

Desired attributes

• Focus on vital few
• Agility to adapt
• Creativity to solve
• Work through the unknown
• Navigate in the gray
• Distilling the complex
• Growth Mindset 
• Exceptional interpersonal skills with the ability to build rapport and influence across various levels of the organization 
• Strong analytical skills 
• Self-motivated with excellent organizational skills and attention to detail 

Required Education and Training  

• Associates degree or higher with coursework relevant to training, manufacturing, engineering, or educational development
• Minimum 4+ years of relevant experience in any of the following: Training, Content Development, Customer Service, Field Service, Technical Support

Preferred

• 5 years in med device industry
• DaVinci product knowledge
• Ion product knowledge
• OR protocol knowledge
• Software application knowledge
• Technical background

Additional Information

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.

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.