Senior Manager, Field Training and Customer Learning Experience

We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further - Haemonetics is your employer of choice.

The Senior Manager, Field Training & Customer Learning Experience is responsible for the development, execution, and continuous improvement of training programs for Field Service personnel across direct and distributor organizations.

This role leads the design and delivery of the technical training curriculum, certification programs, and learning experiences, ensuring Field Service teams are equipped with the knowledge and skills needed to perform effectively. A key focus is creating consistent training approaches, tools, and standards across regions to drive alignment and quality.

In addition, this role extends training beyond internal teams by developing a customer learning strategy and experience, including a customer-facing training portal that supports customers for first-line troubleshooting and basic maintenance, improving efficiency and reducing unnecessary field service dispatches.

The role also provides sales training operational support, ensuring consistency in training tools, deployment strategies, and compliance/record-keeping practices, with the opportunity to evolve scope as the function scales.

The position requires strong working knowledge of field service operations to translate real-world service activities into practical, high-impact training solutions.

Key Responsibilities:

Training Development & Curriculum Management

• Design, develop, and maintain technical training curricula for Field Service personnel, including onboarding, product training, and advanced skill development.

• Translate knowledge of installation, maintenance, and troubleshooting practices into effective training materials and learning experiences.

• Develop a range of training assets including instructor-led content, e-learning modules, job aids, and assessments.

• Ensure all training programs include clear objectives, structured content, and measurable knowledge checks.

Training Delivery & Program Execution

• Deliver high-quality technical and product training to Field Service Engineers, distributors, customer operators and internal teams.

• Execute training plans in support of new product launches, ensuring timely readiness of Field Service teams.

• Develop and manage the annual training schedule, ensuring effective coordination, logistics, and participation.

• Partner with regional stakeholders to ensure successful execution and adoption of training programs.

Customer Operator and Service Training Optimization

• Create a maintain applications training curriculum for customer operators to ensure operators fully understand operational requirements and system operations prior to utilization.

• Create targeted training that enables customers to perform first-line troubleshooting, basic maintenance, and issue identification, helping to reduce service escalations and improve resolution speed.

• Develop and execute a customer learning experience strategy for deployment of training content, user experience, and engagement, including the design and ongoing management of a unified customer training portal.

Consistency & Standardization Across Regions

• Drive consistency in training approaches, delivery methods, content, and certification standards across EMEA, US, and ASPAC.

• Partner with global and regional teams to align on best practices, tools, and methodologies.

• Support the implementation and adoption of standardized training frameworks and certification programs.

Training Tracking & Continuous Improvement

• Track and report on training completion, certification status, and program effectiveness.

• Gather and analyze feedback to enhance training quality, usability, and impact.

• Identify skill gaps and continuously evolve training to meet changing field and business needs.

• Ensure a clear connection between customer training, field service efficiency, and product performance outcomes.

Commercial Training & Sales Enablement Support

• Partner with Commercial and Sales Enablement teams to support consistent deployment of sales training programs(excluding clinical training programs)

• Ensure alignment and governance of training tools, platforms, and delivery approaches used across commercial training initiatives.

• Support compliance, tracking, and documentation of sales training activities to meet audit and organizational requirements.

• Contribute technical input where needed, while maintaining primary focus on training infrastructure and execution consistency.

Stakeholder Collaboration

• Build strong partnerships with Field Service, Commercial, Marketing, and regional teams to create and deliver the training roadmap to support continued growth of our business.

• Act as a key point of contact for Field Service training needs and priorities.

• Collaborate with field teams and distribution partners to support training delivery and capability development.

Compliance & Quality

• Ensure all training activities comply with company policies, ISO standards, and regulatory requirements.

• Maintain accurate training records and documentation for audit readiness.

• Support process improvements and adherence to established systems, tools, and quality standards.

Qualifications:

• Bachelor's Degree in a technical discipline or equivalent experience

• 5-7 years of experience in technical training, field service, or learning development, preferably in healthcare or medical devices

• Experience developing and delivering technical training programs and materials

• Exposure to multi-region training environments or global organizations preferred

• Experience supporting product launches and training execution

Additional Skills

• Strong skills in curriculum development, training delivery, and field learning execution

• Solid understanding of field service operations and technical workflows

• Ability to drive consistency and standardization across regions

• Strong organizational and project management skills

• Excellent stakeholder management, communication, and leadership skills

• Experience with learning platforms, LMS, or customer training portals is a plus

EEO Policy Statement

Pay Transparency:

The base pay actually offered to the successful candidate will take into account, without limitation, the candidate's location, education, job-knowledge, skills, and experience in prior relevant roles. Incentives may also be provided as part of Haemonetics' employee compensation. For sales roles, employees will be eligible for sales incentive (i.e., commission) under the applicable plan terms. For non-sales roles, employees will be eligible for a discretionary annual bonus, the target amount of which varies based on the applicable role, to be governed by the applicable plan terms. Employees may also be eligible to participate in the Company's long-term incentive plan, with eligibility and target amount dependent on the role.

In addition to compensation, the Company offers a competitive suite of benefits to its employees, including without limitation, a 401(k) with up to a 6% employer match and no vesting period, an employee stock purchase plan, "flexible time off" for salaried employees and, for hourly employees, accrual of three to five weeks' vacation annually (based on tenure), accrual of up to 64 hours (annually) of paid sick time, paid and/or floating holidays, parental leave, short- and long-term disability insurance, tuition reimbursement, and/or health and welfare benefits.

Depending on your location, you may be eligible for more detailed information related to the compensation and benefits related to this job posting. If you believe you may be entitled to such information by law, you may contact 1-781-348-7777, Monday through Friday, 7:30 a.m. - 5 p.m. ET or email AskHR@Haemonetics.com.

The base salary range for this role is: