Manager - Global Training & Operational Support

Zoetis; Durham (KS); On-site; USD 110,000 - 150,000; Full time

Job summary

Zoetis seeks a subject matter expert in electromechanical training for Global BioDevices. You will design and implement a comprehensive training curriculum for Field Service Personnel (FSPs) across US and international markets, enhancing capabilities and customer outcomes.

The role requires electronics background (EET/Mechatronics) or equivalent, strong documentation skills, and collaboration with Instructional Designers to produce eLearnings, manuals, and SOPs.

Qualifications

• Electromechanical training expertise for field service personnel.
• Excellent documentation and instructional design collaboration.
• Ability to work across US and international teams to align training.
• Strong knowledge of SAP, PLM and eLearning tools.

Responsibilities

• Assist in developing a comprehensive electromechanical training curriculum for FSPs.
• Lead the creation of high-impact electromechanical training scenarios.
• Collaborate with Instructional Designer to produce eLearnings and job aids.
• Provide or manage onboarding and career development curricula.
• Coordinate with global FSPs and CSPs to ensure consistency.

Skills

Electromechanical troubleshooting

Cross-functional collaboration

Training curriculum development

Project management

Data analysis

Verbal/written communication

Education

Associate's degree or higher (EET / Mechatronics)

Electrical Certification(s) preferred

Tools

Jira

Vault

Camtasia

Adobe

Articulate eLearning

SAP

PLM

PV360 2.0

Job description

Colleague will be a subject matter expert in electromechanical processes as it pertains to Global BioDevices. He or she will implement a training strategy within Global Hatchery / US markets & participate in the design and development of a comprehensive global training strategy/curriculum for Field Service Personnel (FSPs).Objective is to strengthen the global training offerings to assist the growth of the FSPs through identification of training needs/gaps and establishment of training curriculum to continue to provide the market leading service to the inovo customers for exemplary customer experiences. The ideal candidate will have an education and or experience in electronic engineering and be able to accurately and confidently train FSPs on how to install, maintain, and troubleshoot them accordingly.POSITION RESPONSIBILITIES The role's primary responsibilities will be to assist the Director of Global Training & Cluster Support in developing and implementing a comprehensive electromechanical training curriculum establishment for Field Service Personnel (FSPs) development and advancement for BioDevice and VMD equipment. This individual will be solely responsible for liaising with US and International FSPs.

GLOBAL TRAINING SUPPORT

Primary support, globally, for electromechanical training resource(s) and "Level III" BioDevice support.Use data collection platforms (i.e. Qstream, PV360 2.0, etc.) to drive continued improvement of programs and colleagues to continue/strengthen industry leading service for world class customer experience.Primary lead on creation of high-impact/value electromechanical scenarios to identify competencies as well as areas of needed improvementPrimary lead on addressing objections from the field and creating associated documentation, as needed, to ensure consistency when troubleshootingPrimary lead on interpretation of data/feedback and drives training updates to reflect deficiencies as well as facilitating comprehensive program debrief with global FSPs/CSSs and Senior LeadershipSubject matter expert with SAP, PLM, PV360 2.0 and ability to both identify parts needed, order them, as well as the associated logistics involved in navigating customs clearance.Works collaboratively with Instructional Designer and Technical Writer to create forms, work instructions, eLearnings, and other quality documents to ensure global consistency.Identifying training needs and development of training curriculum to meet those needs and strengthen the FSP skill sets.Develop and/or oversee onboarding, continued education, and career development curricula for colleague advancementWork with Director of Global Training & Cluster Support to engage in CSP/FSS skills analysis to identify high-performersProvide or manage virtual and/or in-person training on BioDevice components and sub-components in both group and individual settings.Responsible for, or manages the development of, all global Technical Bulletins, Field Service Alerts, ECOs/BCOs for new or obsolescent parts and assemblies, as well as other device related documentation. Ensures timely communication with CSSs / FSPs on above documents and changes.

GLOBAL OPERATIONAL SUPPORT

Leading or managing the design and development of relevant SOPs, Work Instructions (WIs), and/or Job Aids as technical expert in collaboration with other Training colleaguesLeading Cluster Support Specialist (CSS) meetings and intermediary between FSPs/CSSs and Engineering to ensure alignment between field services and product developmentAct as "Super User" SME for PLM and FieldAware / Lightening systems to organize/update documents involved in BioDevice installation and maintenance and manage the cross-training of CSSs/FSPs on how to utilize the system when necessaryUtilizing SAP to order and track parts as needed as well as managing the training of FSPs on how to utilize this platformParticipating in the identification and tracking of KPIs to identify opportunities for improvement in customer and commercial supportWorks collaboratively with Director of Global Training & Cluster Support and other Training colleague/s to ensure continuous improvements in process, organization, documentation, compliance, & communication

TECHNICAL SKILLS REQUIREMENTS

Consistently proven track record in previous roles including executing designated initiatives and creatively finding opportunities or solving electro-mechanical problems to drive colleague and device performanceAbility to work in a cross-functional team-based environment, align with and influence internal and external stakeholders, and build/manage relationships at all levels of an organizationAdept at working in highly fluid, complex, and ever-changing environments (both in the US and Internationally)Drives development of stated strategy from insight and analytics to tactical execution and participates in measuring the results including a plan for follow-throughImpeccable project/process and document management skills (experience with Vault and Jira preferred) as well as experience in the Agile approach to Project Management.Exceptional verbal, written, presentation, interpersonal and communication skillsAbility to exercise good judgment and make thoughtful/fair decisions based on relevant informationProficient computer skills (MS Office and ability to learn Zoetis systems).Comprehensive understanding of Camtasia, Jira, Adobe and Articulate eLearning software a requirement.Ability to interact with and influence Senior Management, peers and other functionsStrong analytical thinking, problem solving, business acumen, and attention to detailAbility to identify training needs and develop electromechanical training curriculum requirements in collaboration with Global Training Lead in order to strengthen BioDevice services that support the continued market leadership of inovo vaccination customer experiences

EDUCATION REQUIREMENTS

Associate's degree or higher (EET / Mechatronics) or 8 years' experience and expertise in an environment focused on industrial electromechanical control systems and applications.Electrical Certification(s) preferred

PHYSICAL POSITION REQUIREMENTS

The employee's usual work location is in an office/lab environment but may be required to conduct field rides to customers from time to time.

Full timeRegularColleague