Training & Capability Development Manager

Cynosure is well positioned competitively to lead and transform the medical aesthetics industry. We are guided by our belief that this is a purpose-driven business, which improves patient's lives and improves practitioner's livelihoods.
- We are passionate about driving a healthy and growing medical aesthetics industry with leading-edge marketing which inspires consumers to engage in medical aesthetics.
- We are the leader in science-based technology which elevates the standard of care for consumers.
- We are relentlessly focused on being the undisputed innovation leader, addressing the growing demand for consumer treatments across all demographics.
- We are committed to building and strengthening our unmatched global footprint, with direct employees on five continents and in 15 countries and growing, and distributor partners serving over 130 countries.
- We put our people first and believe personal development drives business development.
- We love our customers and strive give them the leading-edge technology, service, marketing support and clinical education to improve their patient's outcomes and to improve their livelihoods.
At Cynosure, we look for people who make an impact and encourage everyone to lead, create, and add value. In turn, we invest in our team to grow people's careers and build upon our high-performance and culture-oriented organization. We work together as one team, winning together.
As we grow our global team, there is no better time to join us. As a market leader in medical aesthetics, Cynosure has over 25 years developing, manufacturing, and marketing products for dermatologists, plastic surgeons, medical spas, and healthcare practitioners. With the aesthetic industry's most comprehensive product portfolio, our offerings span several categories including skin revitalization, body contouring, hair removal, and women's health.
Our mission is to set Cynosure customers up for success shaping future leaders of the aesthetics industry and helping everyone who uses our technologies discover their version of beautiful.
ROLE PURPOSE
Execute and drive the strategy of training & capability building of service teams in all APAC markets.
- Execute service training & processes tailored to regions specific needs partnering with local country GM's service leaders & Regional stakeholders to create service excellence for Cynosure in APAC markets.
- Own & execute the service training strategy, identify knowledge & skill gaps and drive capability of the Cynosure service teams of APAC markets to the next level.
- Execute regular / annual proficiency assessments of FSE competencies using tools (ie Axonify) with objective to upskill levels of service team in APAC.
- Support & champion the usage of metrics through Cynoforce by training on processes (logging of complaints, service calls etc.) and also enabling productivity through data and insights (i.e. first-time fix rates etc.).
- Build strong alliances with market leaders and collaborate with regional internal and external stakeholders.
ROLE REPONSIBILITIES
**Strategic**:
- Build strong connectivity with regional / local Service, Sales, Clinical and Marketing Teams to help deliver Service Excellence & profitable growth.
- Service Training:
- Execute the regional service training strategy & annual training plan in close cooperation with service leadership and key market stakeholders in APAC markets.
- Accountable for the learning needs analysis and skill-gap analysis and competency assessments as a key input to the development of service training strategy, content & plans to strengthen the performance (capability/efficiency/effectiveness) of APAC service teams in APAC markets.
- Partner with key stakeholders on building and maintaining service excellence in APAC markets (ex-resolution time, fix time, first time fix rates etc.).
- Support the development and finetuning of content based on regional specific needs.
- Productivity:
- Supports the execution of strategy for Service in APAC markets.
- Executes the building of service competency & capability through onboarding, refresher, new product & skill training in a sustainable and efficient manner. (i.e. Train the trainer programs etc.).
- Trains & executes plan to onboard new hires and fully embed use of metrics; Drive the adoption & expansion of Cynoforce among service teams with the right process (input of complaints, service logs, correct description of fault and codes).
**Operational**:
- Service Training:
- Train and develop FSE's in APAC markets to develop excellence in service knowledge and skills, e.g. new product knowledge, new hire, refresher programs, train the trainer programs, Cynoforce usage and service skills through classroom (face to face & virtual) and online (SUMMIT / Axonify) methods.
- Strategically plan and work with teams in field, including in-market training delivery for FSE's and Service Managers, field -based assessments, online assessments as well a