Manager - Global Training & Operational Support

Zoetis Spain SL; North Carolina; On-site; USD 120,000 - 180,000; Full time

Job summary

Zoetis seeks a subject matter expert in electromechanical training to design and implement a global curriculum for Field Service Personnel in BioDevice and VMD equipment. The role focuses on installing, maintaining, and troubleshooting complex devices within Global Hatchery and US markets.

The ideal candidate will have electronic engineering education or experience and will collaborate with cross-functional teams to ensure industry-leading service and outstanding customer experiences.

Qualifications

• Education/experience in electromechanical control systems.
• Ability to train Field Service Personnel on installation, maintenance and troubleshooting.
• Experience with SAP, PLM, PV360 2.0 and related logistics.

Responsibilities

• Develop and implement a comprehensive electromechanical training curriculum for FSPs.
• Liaise with US and International FSPs and provide global support.
• Create high-impact training scenarios to identify competencies and improvement areas.
• Collaborate with Instructional Designer and Technical Writer to produce eLearnings and docs.
• Lead onboarding and career development curricula for colleagues.
• Lead meetings and coordinate between FSPs/CSSs and Engineering.

Skills

Electromechanical training

Cross-functional collaboration

Project management

Data analysis

Stakeholder communication

Education

Associate’s degree or higher (EET / Mechatronics)

Electrical Certification(s) preferred

Tools

SAP

PLM

PV360 2.0

Jira

Camtasia

Adobe

Articulate eLearning

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

• Assist the Director of Global Training & Cluster Support in developing and implementing a comprehensive electromechanical training curriculum establishment for FSPs development and advancement for BioDevice and VMD equipment.
• Liaise with US and International FSPs.
• 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.
• Work collaboratively with Instructional Designer and Technical Writer to create forms, work instructions, eLearnings, and other quality documents to ensure global consistency.
• Identify training needs and develop 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 manage 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.
• Ensure timely communication with CSSs / FSPs on above documents and changes.
• 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.
• Lead 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.
• Utilize SAP to order and track parts as needed as well as managing the training of FSPs on how to utilize this platform.
• Participate 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 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 skills.
• Ability to exercise good judgment and make thoughtful/fair decisions based on relevant information.
• Proficient 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 functions.
• Strong analytical thinking, problem solving, business acumen, and attention to detail.
• Ability 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 time Regular Colleague

Unsolicited Resumes Policy

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Notice

Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.

Equal Opportunity Statement

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at [e-mail] to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis.com". In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.

About Us

At Zoetis, our purpose is to nurture our world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues’ careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well‑being in every sense, from health and financial wellness to family and lifestyle resources.