About this role
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 facilitationSupport all da Vinci and Ion activities assignedMaster processes and recommend improvements to enhance team efficiencyMaintain critical documentation and standard operating procedures (SOPs) for key processesLead technical training course development for Intuitive platforms, job function integration, and advancement programsServe as a key stakeholder with Services management to identify and prioritize training needsAssist in defining and managing training and certification criteria for individuals supporting Intuitive Services platformsParticipate in all phases of learning projects, including analysis, design, development, implementation, and evaluationProactively communicate project and task status to internal and external stakeholdersConduct training needs analysis and collaborate with Subject Matter Experts (SMEs) to identify and capture learning content learning objectivesCollaborate with multimedia teams to create and modify instructional media assetsDevelop instructor-led, virtual, blended, eLearning, and video-based training curriculaConduct assessments and evaluations in accordance with course requirementsParticipate in continuous process improvement initiativesMentor new hires and onboard cross-functional teammates Required Skills
Excellent organizational skills and ability to multi-taskSelf-starter with ability to take ownership of responsibilities with minimal directionSuperior verbal/written communication, teamwork, and interpersonal skills to work effectively with cross-functional groupsAbility to analyze complex situations and collaborate to find creative solutionsAbility to self-manage multiple development projects and deadlinesAbility to facilitate group and ad hoc training contentAbility to stand for extended periods and to move system parts throughout the day as neededAbility to perform physical activities that may include heavy lifting and frequent body movement, including reaching, lifting, pushing, and pullingExperience
Experience working with regulatory bodies including, but not limited to Compliance, Quality and Document ControlExperience in documentation creation in a controlled environment such as AgileExperience in working in SAP, SFDC and ERP systemsFamiliar with adult learning methodologiesA proven track record of problem solving, hands-on involvement to identify issues, and seeing solutions through to completionExperience with project management and working as a cross functional team memberA history of self-directed learning to explore new technologies and skills that improved their personal and team effectivenessProven ability to develop and implement new processes to support evolving business needsDesired attributes
Focus on vital fewAgility to adaptCreativity to solveWork through the unknownNavigate in the grayDistilling the complexGrowth MindsetExceptional interpersonal skills with the ability to build rapport and influence across various levels of the organizationStrong analytical skillsSelf-motivated with excellent organizational skills and attention to detailRequired Education and Training
Associates degree or higher with coursework relevant to training, manufacturing, engineering, or educational developmentMinimum 4+ years of relevant experience in any of the following: Training, Content Development, Customer Service, Field Service, Technical SupportPreferred
5 years in med device industryDaVinci product knowledgeIon product knowledgeOR protocol knowledgeSoftware application knowledgeTechnical background 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 [email protected].
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.