Technical Support Training Lead

Sigmar Recruitment

Galway

Technical Support Training Lead - Process and Product. The Training Specialist (Technology and Product) will be responsible for creating and delivering training on ARDx products, Complaint Handling processes and tools and other knowledge areas, as required, to the Technical Services teams and other ARDx personnel engaged in the complaint handling process. Including promoting efficiency and enhancing our customer experience by developing the skills of personnel. Responsibilities: Develop and maintain training offerings to ensure that necessary skillset is maintained within Technical Services teams. Deliver training on ARDx products and the underlying technology to facilitate effective troubleshooting. Deliver training on ARDx complaint handling processes to maximise customer satisfaction while maintaining regulatory compliance. Interface with Business Analyst and IT to prepare and deliver training on complaint handling applications. Monitor effectiveness of training on an ongoing basis and identify opportunities for continuous improvement. Scan the environment for new developments in technical customer service and evaluate suitability for inclusion in Technical Services training offerings. Establish and monitor the necessary training KPI’s to ensure that Technical Services group maintains compliance to Divisional trending metrics. Reviewing continuously opportunities to streamline processes and implement changes that will drive efficiencies and improve our quality compliance and customer’s experience. Provides support to TS team through real-time interventions: side-by-side, coaching sessions, feedback, and cascades. Responsible for the Induction and training of new team members ensuring that the highest levels of training are delivered and measured. Also maintain and grow personal knowledge and skills, technical and / or product knowledge within the team.   Requirements: Third level qualification in medical/science/engineering discipline. Training experience within the medical device industry and/or a clinical setting. Demonstrated success in managing training deployment using Multimodal Learning Strategies. Strong analytical skills, excellent attention to detail and good business judgment. Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other departments. Self-starter who possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations with shifting priorities. Effective communicator, both articulate & verbally presentable. Communicate technical knowledge to colleagues as necessary. Strong record of developing and implementing procedures within a compliance framework. Ability to effectively convey the subject matter to ensure comprehension to all audiences.   To apply for this position please contact Louisa Poinboeuf at Sigmar Recruitment T: +353 91 455308 E: louisa@sigmar.ie. All applications will be treated with the strictest of confidence.  Sigmar will never forward your CV to a third party without prior consent.  .

1246 days ago