Director, Customer Training *PC 154

Are you ready to start revolutionizing biomedical research? When you join Miltenyi Biotec, you join a family that is passionate about making a real impact – one breakthrough at a time. For over 30 years, we have played a pivotal role in the design, development, manufacture, and integration of products for sample preparation, cell separation, cell analysis, imaging, and cell culture needs. These developments have led to cutting-edge cell and gene therapies – transformative methods that mobilize the body’s own cells and genetic blueprint to tackle diseases such as cancer and autoimmune conditions. Today, our more than 18,000 solutions play a vital role in paving the way for the medicine of tomorrow.

Director, Customer Training 

Gaithersburg, MD

Your Tasks: 

Responsible for strategically developing and executing customer training programs at the Miltenyi Innovation and Technology Center (MITC), aimed at enhancing customer satisfaction and driving revenue growth.

Essential Duties and Responsibilities:

• Craft a compelling vision for customer training, aligning with organizational goals. Lead the execution of strategies that enhance customer satisfaction and revenue growth.
• Forge strong partnerships with global headquarters and our US sales team to ensure training effectiveness and alignment with North American priorities. Champion clarity and collaboration across teams.
• Take ownership of all aspects of customer training business processes. Ensure rigorous standards for trainer certification, evaluate program ROI, and design impactful training experiences.
• Continuously evaluate industry trends and best practices in training methodologies in order to help us achieve our goals within Customer Training. Serve as a knowledgeable resource, guiding the organization in deploying optimal training approaches.
• Lead and mentor a dynamic training team to achieve excellence. Foster a culture of trust, transparency, and empowerment. Drive accountability for timely, high-quality deliverables.
• Develop tactical plans and messaging to promote customer courses, aligning with sales and revenue objectives. Utilize creative campaigns and tools to drive engagement and participation.
• Oversee the budget for customer training initiatives, as well as measuring ROI. Ensure resources are allocated effectively to maximize impact and achieve business goals.
• Act as a key ambassador for our company during customer visits. Gather feedback on training products and services, contributing to ongoing refinement and enhancement.

Requirements: 

• M.S. in a life science-related discipline; At least 10 years’ experience in training program development and management in a technical life science or similar setting; Or equivalent combination of education and experience, (e.g. teaching adult STEM education). 
• Experience developing and establishing a diverse team of people managers.
• Must have experience in designing and delivering training for customers.

Knowledge & Skills:

• Must have proven success in designing and executing successful training programs, and both traditional and modern training methods (in classroom training, e-learning, workshops, simulations, etc).
• Excellent communication and project planning skills.
• Proficient use of Microsoft Office365 tools, project management software, such as Jira, Cornerstone OnDemand LMS and E-learning authoring tools such as: Articulate, Captivate, Camtasia, etc.

Abilities:

• Ability to plan, multi-task, and initiate independent projects.
• Proven track record in strategic leadership roles, with a focus on customer training or related fields.
• Strong understanding of business processes and quality assurance principles.
• Exceptional communication and collaboration skills, with the ability to influence stakeholders at all levels.
• Experience leading high-performing teams, fostering a culture of innovation and continuous improvement.
• Proficiency in budget management and financial analysis.
• Customer-centric mindset, with a passion for delivering exceptional training experiences.

Physical Demands: