Sr. Supervisor, Customer Training Support

3 weeks ago

Sunnyvale, United States Intuitive Surgical Full time
Job Description

*Preference for applicants who reside in the Bay Area and are open to working in the Sunnyvale office as needed

Primary Function of Position: The primary function of a Supervisor for Customer Training Support is to oversee a team of Customer Program Specialists who execute on all aspects of planning and logistics operations for Case Observations, Proctoring, and Customer Training Programs. The Supervisor reports into the Manager of Customer Training Support and is responsible for ensuring the necessary tasks are executed consistently and accurately to successfully deliver efficient coordination of all programs. They will play a crucial role in providing guidance, making strategic decisions, as well as have significant involvement in daily operational tasks, in accordance with business needs and management guidelines.

Essential Job Duties

  • Oversee workflow and supervise all aspects of planning and coordination of logistics for Case Observations, Proctoring, and Customer Training Programs
  • Ensure the team focus areas, productivity, and task prioritization are in alignment with the department and company goals.
  • Assist in identifying and driving department and corporate goals.
  • Lead representation for the department within cross-functional discussions to drive priorities and needs of the team.
  • Develop and maintain relationships with cross-functional stakeholders to understand program requirements while providing exceptional customer service.
  • Collaborate with Marketing, Customer Training, Contracts and Vendor Maintenance teams to ensure any process changes and/or improvements are aligned and can be executed appropriately at the tactical level.
  • Manage a team of Customer Program Specialists, providing guidance, training, and feedback.
  • Provide guidance and support for the team when encountering any issues. Handle troubleshooting any escalations due to issues that may arise for any programs.
  • Maintain department operating procedures (DOPs) and work instructions. Ensure that processes are followed and adhered to.
  • Drive continuous improvement of processes. Evaluate operations to assess and identify opportunities to enhance coordination and planning strategies.
  • Provide post-event analysis and reports to evaluate the success of programs and identify areas for improvement.
  • Responsible for the development of reports providing reliable information regarding status of planned goals, projects, and tasks.
  • Organize and support training plans for new hires while adhering to company policies.
  • Manage the team schedules ensuring that the business is covered.
  • Support management in identifying staffing requirements to ensure adequate resources are in place to effectively support and provide value to our customers.
  • Develop and distribute reports to internal and external management as necessary.
  • Optimize department efficiencies through analysis of capacity, program volume and workload balance.
  • Evaluate and provide annual feedback to employees to ensure performance standards are met through coaching and mentoring.
  • Perform other projects or duties that may be assigned.

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