Customer Training Specialist

Job Description

Job Description

Purpose of Role

Own the customer experience, department workflow, and documentation. We manufacture FDA-cleared Colposcopes used by physicians and SANE nurses. This role ensures every device moves smoothly from order to delivery to onboarding, while maintaining clear communication and accurate records.

Essential Duties

Department Leadership & Oversight

• Oversee daily operations of the technical department
• Prioritize workload across shipping, onboarding, and support activities
• Ensure alignment between sales, warehouse, and technical workflows
• Identify process gaps and implement improvements

Customer Experience & Communication

• Serve as the primary technical point of contact for customers post-sale
• Provide support via phone and video for onboarding and basic troubleshooting
• Ensure timely and professional communication throughout the customer lifecycle
• Maintain proactive follow-up to ensure successful onboarding and satisfaction

 

Training & Onboarding

• Conduct virtual training sessions for providers using Google Meet
• Guide customers through setup, software use, and workflow integration
• Ensure providers are confident and fully operational
• Document all trainings and outcomes

 

Order Fulfillment (Pick, Pack, Ship)

• Pull, pack, and ship customer orders accurately
• Ensure all components, accessories, and documentation are included
• Label and prepare shipments (domestic and international)
• Coordinate with sales/customer service on order timelines and tracking

 

Documentation & CRM Management

• Maintain accurate records in HubSpot for:
• • Customer interactions
  • Trainings
  • Support tickets
  • Shipment updates
• Ensure documentation meets GMP/GDP requirements
• Track onboarding progress and completion

Key Ownership

Owns the customer journey + device movement out the door
Accountable for communication, documentation, and delivery experience