Customer Experience & SupportCustomer Education & Training
About the job
Requirements
A bachelor's degree in business or a health-related field from an accredited institution, or qualification as a licensed healthcare professional.
Three to ten or more years of related experience in health sciences, allied health, or information technology.
Prior training experience in varied settings, including small and large groups, classroom settings, and online delivery.
Knowledge of ICH/GCP and local regulatory authority drug research and development regulations.
Working knowledge of FDA Guidance Documents, EU Directives, ISO 14155 regulations, drug/device development, and clinical monitoring procedures.
Knowledge of web-based communication tools for training delivery.
Technical aptitude and the ability to learn new technology quickly.
Proficiency with general computer hardware and software.
Strong English proficiency at C1 level, with verbal and written communication skills across all organizational levels.
Organizational and time-management skills, including the ability to prioritize work to meet deadlines.
A customer service-focused approach when working internally and externally.
Responsibilities
Identify and assess current and future training needs in parallel with each software release.
Deploy varied training methods, including developing technical user guides, training presentations, and eLearning technologies.
Create and maintain curriculum design, training manuals, classroom exercises, competency assessments and testing, and potentially online computer-based learning modules for the individual roles and job functions that use the platform.
Periodically monitor and evaluate training program effectiveness, success, and return on investment, and report on them as appropriate.
Maintain an understanding of training trends, developments, and best practices.
Deliver customized and effective training programs for customers.
Identify additional training and education needs of the company and its customers.
Create and maintain training project plan templates in coordination with the Customer Engagement team to facilitate customer training and meet implementation deadlines.
Deliver classroom-style and online training for end users within the company, in group settings or to individuals.
Conduct observations and surveys of end users in their work environment to continually improve course materials and delivery.
Build, maintain, and improve the customer-facing product knowledge base, including user guides and knowledge articles; determine where new functionality fits within its structure based on system areas, end-user roles, and workflows.
Interpret release documentation for new functionality and enhancements with minimal guidance, asking relevant stakeholders targeted questions to confirm context and accuracy.
Support consolidating internal product knowledge into a centralized internal knowledge base.
Desired Qualifications
Experience working with agile technical development teams.
Job Description
The Technology Trainer develops and manages product training and knowledge content for a complex clinical trial technology platform. This role goes beyond technical writing. It requires understanding how functionality fits into end-user workflows and the broader content ecosystem. The Technology Trainer works closely with product owners, Customer Engagement, and technical team members to ensure training and knowledge materials are accurate, well-structured, and developed to a high standard.
Role responsibilities
Identify and assess current and future training needs in parallel with each release of software.
Deploy a variety of training methods, including the development of technical user guides, training presentations, eLearning technologies, etc.
Create and maintain curriculum design, training manuals, classroom exercises, competency assessment and testing, and potentially online computer-based learning modules in support of the individual roles and job functions that use the platform.
Monitor and evaluate training program effectiveness, success, and return on investment periodically and report on them as deemed appropriate.
Maintain a keen understanding of training trends, developments, and best practices.
Deliver customized, effective training programs for customers.
Identify additional training and education needs of the company and its customers.
Create and maintain training project plan templates in correlation with the Customer Engagement team to facilitate customer training and to meet implementation deadlines.
Deliver classroom-style training and online training for end users within the company (training may be in a group setting or to individual users).
Conduct observations and surveys of the end-user community in their work environment to continually upgrade and improve course materials and delivery.
Build, maintain, and continuously improve the customer-facing product knowledge base, including user guides and knowledge articles. Determine where new functionality fits within the knowledge base structure, considering system areas, end-user roles, and workflows.
Interpret release documentation for new functionality and enhancements with minimal guidance, asking targeted questions of the appropriate stakeholders to confirm context and accuracy.
Support the consolidation of internal product knowledge into a centralized internal knowledge base.
Qualifications
Bachelor’s degree in a business, or health-related field from an accredited institution or a licensed healthcare professional.
3 to 10+ years’ related experience (health sciences, allied health, IT).
Prior training experience in a variety of settings, including small/large groups, classroom, and online.
Exceptional attention to detail with a commitment to precision and quality.
Possesses and exudes unique enthusiasm and energy; willing to learn and adapt quickly, maintaining a positive, results-oriented work environment.
Preferred knowledge of ICH/GCP and local regulatory authority drug research and development regulations required.
Preferred working knowledge of FDA Guidance Documents / EU Directives / ISO14155 regulations, drug/device development, and clinical monitoring procedures.
Knowledge of web-based communication tools for training delivery.
Demonstrated technical aptitude and the ability to learn new technology quickly.
Proficiency with general computer hardware and software.
A disciplined self-starter, an excellent team player, collaborative, and able to encourage effectiveness and efficiency.
Ability to multitask and work effectively in a fast-paced environment with changing priorities.
Strong English (C1 level), with verbal and written communication skills across all levels of the organization.
Excellent organizational and time-management skills; able to prioritize work to meet deadlines.
Accountable, dependable, and strong commitment.
Customer service-focused approach to work both internally and externally.
Ideally has experience working with agile technical development teams.