Service Training Specialist

Position Summary

Key Accountabilities:

• Identifies & assesses training needs of commercial employees and customers through proactive engagement with internal stakeholders
• Participates in the development and delivery of training programs & instructional materials for employees, utilizing a blended learning approach consisting of classroom training, field-based training and e-learning.
• Provides technical instruction and practical laboratory training on installation, operation, troubleshooting, maintenance and repair of assigned products in accordance with established internal Quality requirements, course guidelines and objectives.
• Provides hands-on support to field mentors to ensure consistent and effective training process for all new field employees.
• Evaluates training program(s) effectiveness by administering knowledge assessments and practical exams; modifies training programs as needed.
• Responsible for ensuring all training materials are up-to-date and instruments and supplies are in full working order.
• Maintains strong knowledge of current Werfen products and field service practices through cross functional internal networking, field travel, self-study and continuing education.
• Maintains knowledge of current trends, tools and methodologies in training and development;
• Responsible for tracking and reporting of departmental Key Performance Indicators (KPIs) to functional management.
• Performs other duties as assigned.

Budget Managed (if applicable)

• N/A

Internal Networking/Key relationships

• Training and Development
• Commercial Operations
• WW Service
• Quality and Regulatory
• Document Control

Skills & Capabilities:

• Must demonstrate high degree of proficiency in presenting technical training to field engineers.
• Outstanding communication, presentation skills and interpersonal skills.
• Ability to explain complex topics in an easily-understandable way across a wide range of personalities and learning styles.
• Strong facilitation skills. Able to keep a group on track, while also creating a high-energy, interactive and safe learning environment.
• Requires strong technical knowledge pertaining to assigned Werfen products.
• Aptitude and passion for continuous learning
• Ability to effectively managing multiples priorities in a fast paced and deadline-driven environment
• Process-oriented with focus on continuous process improvement
• Physically capable of lifting up to 50 pounds and transporting large instruments on mobile carts.
• Proficient with Microsoft Office (Word, PowerPoint, Excel)

Min Knowledge & Experience required for the position:

• Associates Degree in Electronics, Biomedical Engineering, Medical Technology or related industry.
• 5-7 years related experience in servicing or training on the servicing of In Vitro Diagnostics (IVD) instruments.

International Mobility:

• Required: no

Travel Requirements:

• Bedford, MA Based: up to 25% travel may be required.
• Field Based: up to 75% travel may be required.