Operations Trainer

**#ChangeMakers**

Ready to make an impact?

We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.

We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution - we do things differently than others

We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful “can-do” attitude.

**#WeChangeDentistry** every day. Be part of it.

**Position Summary**:
The Operations Trainer assists with the execution & delivery of onboard training programs for several customer service focused teams. This person will collaborate with North America (NAM) based trainers to deliver content in support of these three different operations teams.

**Responsibilities**:

- This position is responsible for, but not limited to, the following:_
- Collaborates with NAM based trainers with the execution of Customer Service, Provider Services, and Technical Support onboarding training for new employees including all online self-learning modules, classroom curriculum, and relevant post-study activities and materials.
- Collaborates with NAM based trainers in the execution of world-class Customer Service training to include order processing, account management, eCommerce selling, and first level product knowledge.
- Collaborates with NAM based trainers to oversee the overall training program for the Technical Support team to ensure readiness for supporting customers. Continuously monitor and develop sufficient programs for both new product, and new hire Introduction (tools and processes).
- Collaborates with NAM based trainers to execute Provider Services training for orthodontic customers to include order processing, case management, and also to provide 2nd level support to Global teams.
- Collaborates with NAM based trainers to provide motivational, informative, persuasive, goodwill based and entertaining training presentations.
- Manages all classroom and online content, providing expert facilitation and overseeing all scheduling and logistics for the programs.
- Consistently assesses learning and development needs and track and analyze the success of the onboarding programs by examining learner satisfaction levels while developing and implementing evaluation metrics to ensure continuous improvements and program success.
- Acts as a Subject Matter Expert working with our IT partners to expand knowledge and skills as it relates to SAP, CRM, CCM, Zendesk, CAMDB, Service Cloud, TeamerViewer, and other 3rd party supporting systems.
- Guide each team to learn best practices for solving complex questions and support Straumann Group customers (internal and external) with superior incident handling skill and technical capabilities.
- Provide data to management to aid in ongoing coaching, training, and mentorship to Customer Service, Provider Services, and Technical Support Representatives.
- Consults with Subject Matter Experts (SMEs) across the organization to ensure accurate content.
- Continually works to increase knowledge of implantology, orthodontics, industry trends, digital products, and company processes.
- With NAM based trainers collaboratively develops curriculum, learning and comprehension processes such as: new hire & ongoing education curriculum & quizzes.
- Works collaboratively cross-team and across all departments to ensure a world-class customer experience focused on quality and honoring the Straumann learner-player mindset and core competencies.
- Other duties as assigned.

**Minimum Qualifications**:

- 1+ years of experience in Customer Service Training, Learning & Development, or Organizational Development.
- High School diploma or equivalent
- Fluent in English

**Preferred Qualifications**:

- Significant project management experience.
- Demonstrated success coaching and mentoring along with training facilitation and curriculum development.
- Technical experience with digital and surgical implantology.
- Ability to work in a fast-paced, team environment.
- Strong interpersonal and written communication skills.
- Basic computer skills including PC, Microsoft Office including Word, Excel, and PowerPoint.
- Ability to read and interpret training documents, safety rules, and procedural documents in English.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

**Employment Type**:Full Time

**Alternative Locations**:Costa Rica : Heredia

**Travel Percentage**:0 - 10%

**Requisition ID**:10256