Training Specialist - Remote

Smiths Medical Remote
training remote training procedures team trainer compliance management medical departmental customer service sales communication
March 7, 2023
Smiths Medical
Plymouth, Minnesota

The Global Trainer is responsible for the implementation and training of all departmental processes and procedures utilizing necessary Job Aids in combination with classroom or WebEx training. The training audience consists of various groups throughout the Global Customer Excellence organization including, but not limited to Customer Service, Sales Support, and Back Office. This role is also responsible for the creation and updates of all department Job Aids and Standard Operating Procedures (SOPs). The Global Trainer will also be tasked with special projects as business needs dictate.

Essential Duties & Responsibilities

  • Develop and maintain an effective training program understanding all learning styles, for new and existing employees in the Customer Excellence Team
  • Provide refresher training when processes and procedures change or are updated
  • Train all new Customer Excellence employees on all active SOPs to ensure compliance to procedures. This includes maintaining training records for all Customer Excellence employees
  • Assist in managing a shared mailbox with training questions, communication and updates to policies and procedures
  • Develop and maintain training programs for employees moving between functions within the Customer Excellence Team
  • Maintain effective departmental SOPs
  • Provide feedback to Leads /Supervisors/ Managers for performance evaluations and performance coaching.
  • Assist with quality monitoring of emails and calls and coach agents when appropriate
  • Help management ensure compliance to iLearning timelines and work with the Training Department to ensure employees are assigned the proper curriculum.
  • Provide one-on-one side by-sides with all new hires at least one month out of initial training class
  • Foster an atmosphere which focuses on positive accomplishments of team members
  • Complete Adhoc Requests as business may dictate
  • This position requires the ability to take input from multiple levels and develop effective procedures for the Customer Excellence Team. This position also requires someone to look at new business processes and develop new procedures. This includes developing procedures through the necessary quality signoff. This person will need to have a strong understanding of systems which are used within Customer Excellence Team. Additionally, this position must understand how Customer Excellence Team procedures match up with other department's procedures.
  • This position will be responsible for the training of all employees within Customer Excellence Team. This includes all aspects from developing material, developing training, implementing training and coordinating guest presenters. Failure to comply with Customer Excellence Team procedures can result in government penalties including fines for ICU Medical. This person will need to be able to communicate potentially negative information to management.
  • The Global Trainer will be required to analyze specific situations of lack of compliance to identify the root cause. In situations where current SOPs are not clear or accurate, the Global Trainer will create new or modify existing procedures as needed.
  • The Global Trainer will have the responsibility to take feedback from Customer Excellence Team management to determine appropriate procedures are created, maintained, and trained.
  • Work on special projects as assigned

Knowledge & Skills

  • Knowledge of the manufacturing, sales and distribution processes
  • Excellent verbal and written communication skills
  • Excellent organizational and interpersonal skills
  • Ability to multitask and work in a fast-paced
  • Ability to demonstrate proficiency in problem resolution
  • Ability to learn and use multiple systems including but not limited to: Oracle EBS, Oracle Service Cloud, Quality Monitoring software and phone systems
  • Proficient in Excel, Word, PowerPoint, and Outlook
  • Background in creating and training on presentations is required
  • Strong critical thinking skills in order to breakdown procedures and processes into required steps to ensure compliance and understanding
  • Uphold confidentiality in employee performance and business objectives when necessary required

Minimum Qualifications, Education & Experience

  • Must be at least 18 years of age
  • Bachelor's degree from an accredited college or university is required
  • Minimum 3 years of Customer Service or Supply Chain experience in the medical or manufacturing industry
  • Previous experience in a remote training environment a plus

Work Environment

  • This is largely a sedentary role.
  • This job operates in a professional office environment and routinely uses standard office equipment.
  • Typically requires travel less than 5% of the time

ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

This role is based remotely; the incumbent may be remote in any state other than Colorado; California; Connecticut; Montana, Maine or New York.


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