Manager - Global Training & Operational Support

zoetis; North Carolina; On-site; USD 90,000 - 130,000; Full time

Job summary

Zoetis in North Carolina seeks a subject matter expert in electromechanical processes to design and deliver global training for BioDevice Field Service Personnel (FSPs).

The role partners with the Director of Global Training & Cluster Support to develop curricula, train FSPs on installation, maintenance, and troubleshooting, and ensure world-class customer experiences. Candidates should have electronics engineering education or experience and cross-border training capabilities.

Qualifications

• Education or experience in electronic engineering relevant to BioDevice systems.
• Proven ability to train Field Service Personnel on electromechanical topics.
• Experience coordinating global training programs and documentation.

Responsibilities

• Develop and implement a global electromechanical training curriculum for FSPs.
• Lead training delivery, in person or virtually, with US and international teams.
• Create SOPs, WIs, and technical bulletins; ensure timely communications.
• Collaborate with Instructional Designer/Writer to produce eLearnings and docs.
• Liaise with SAP/PLM/PV360 2.0 to identify parts, orders, and logistics.
• Assess training needs, track KPIs, and drive program improvements.

Skills

Electromechanical expertise

Electronic engineering background

Training program design

SAP

PLM

PV360 2.0

Cross-functional collaboration

Data-driven improvement

Education

Electronic engineering education or equivalent experience

Tools

SAP

PLM

PV360 2.0

FieldAware

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 improvement

Primary lead on addressing objections from the field and creating associated documentation, as needed, to ensure consistency when troubleshooting

Primary 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 Leadership

Subject 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 advancement

Work with Director of Global Training & Cluster Support to engage in CSP/FSS skills analysis to identify high-performers

Provide 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 colleagues

Leading Cluster Support Specialist (CSS) meetings and intermediary between FSPs/CSSs and Engineering to ensure alignment between field services and product development

Act 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 necessary

Utilizing SAP to order and track parts as needed as well as managing the training of FSPs on how to utilize this platform

Participating in the identification and tracking of KPIs to identify opportunities for improvement in customer and commercial support

Works 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 performance

Ability 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 organization

Adept 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-through

Impeccable project/process and document man