Training Coordinator

Medtronic Inc. Jacksonville , FL 32277

Posted 5 months ago

Careers that Change Lives

The Training Coordinator is focused on providing business-specific training and development services for Customer Service employees; driving improved quality and service levels by ensuring employees are knowledgeable and efficient on processes and procedures. These services include maintaining accurate training materials, knowledge articles and quality documents; delivering instructor led and side-by-side training; conducting employee assessments; mentoring employees on workflow, systems and processes and being a resource for questions. As subject matter expert, this role has the ability and opportunity to initiate process improvement efforts and may be involved in multiple projects supporting specific tasks. The Training Coordinator must abide by approved training standard operating procedures to ensure compliance with quality regulations.

A Day in the Life

Responsibilities may include the following and other duties may be assigned.

  • Lead all aspects of business specific training in accordance with internal processes: prep, scheduling, communications, metric tracking, instructor-led and side-by-side training, order checks, assessments (1st point of contact for order channel assessments)

  • Consult with Customer Service managers and supervisors on employee performance gaps and provide recommendations for training plans

  • Provide performance feedback to trainees regarding learning and assessment scores

  • Measure and evaluate the effectiveness of training solutions; gather feedback regularly, identify areas of improvement, execute modifications based on feedback and data, communicate results

  • Ensure all training materials and process documentation is aligned and reflects current processes

  • Write and maintain accurate and easily read and understood knowledge articles as Knowledge Management Content Owner for assigned area of expertise

  • Maintain ongoing communication with Customer Service leaders in primary BU supported

  • Work collaboratively with Training COE, Customer Service, Quality, LMS, WFM, ICE, IT and other partners on day-to-day tasks and assigned projects

  • Provide production support via multiple electronic channels and phones as needed and to maintain skillsets; includes QE support and closing shifts

  • Maintain the accuracy of internal Training COE process documentation and ensure accessibility to promote training continuity and excellence

  • Create and maintain assessments in Articulate

  • Document completed training to ensure quality compliance

Must Have: Minimum Requirements

  • Minimum of 4 years of relevant experience

Nice to Have

  • High school diploma/GED

  • 2+ years of proven Customer Service experience

  • Experience with Medtronic systems and cultures

  • Strong written and verbal communication skills

  • Strong computer navigation skills and SAP knowledge

  • High degree of organizational and prioritization skills; ability to handle multiple priorities and complete tasks/projects in accordance with stated deadlines

  • Intrinsically motivated and able to self-direct

  • Ability to mentor and train others

  • Outstanding Customer Service skills; ability to remain flexible and solutions focused

  • Positive and professional demeanor

  • Ability to problem solve and make sound decisions via critical thinking

  • Strong work ethic; sense of urgency, accountability and drive for results

  • Able to work flexible schedule or extra hours as business needs dictate (ex Quarter End, closing shifts)

  • Travel requirements = 5-40%

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.

Physical Job Requirements

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)

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Training Coordinator

Medtronic Inc.