Customer Success – Trainer

Job Title: Customer Success – Trainer

Location: Guildford with frequent travel to Europe

Salary: £50k per annum Benefits

Job Type: Full Time, Permanent – 37.5 hrs /week

Established in 2001, Hallmarq is the sole global manufacturer of low-field standing equine and high-field Small Animal MRI systems specifically designed for veterinary medicine.

Hallmarq is the winner of three Queen’s Awards for Enterprise in Innovation and International Trade categories.

Due to our continued growth, we are now looking for a Customer Success Trainer. In this role, you will be able to develop your skill set in a wide variety of areas. We don’t differentiate between the titles of Engineer and Trainer they are given only to indicate the areas where your primary skill set lies. As a Customer Success Trainer, the primary function is to solve the customers’ problems, treating each case as project and working to pull in whatever resources are needed to close the project with a satisfied customer.

As a Customer Success Trainer, your main responsibilities include:

Carry out initial operator training at the time of installation and provide intensive training support to new sites for the first six months of operation
Teach clinicians about the pathologies seen with MRI scanners
Ensure operators can pass continual assessments – both practical and theoretical in order to be certified to use the systems
Support the R&D team to develop and continually update and improve user materials to support new releases and protocols
Produce image quality reports and use the reports to understand where training is required
Organise and run large group training sessions in all locations as required and online or remote training for Operators
Support the sales team with demonstrations of products to clients and attend sales conferences as required
Take calls/emails from the customers and account managers advising of emergency or non-critical software issues which need resolving, and diagnose potential faults through talking to the account managers and/or customers
Foreign Travel up to 35% of time in continental Europe

Knowledge, skills and experience:

Training Skills
Knowledge of the Hallmarq systems and software
Customer Service Skills
Good organisational skills
Understanding of horse behaviour and anatomy with clinical knowledge of equine and small animal pathologies
Understanding of MRI physics, possibly an MRI and/or radiography licence
Understanding of biomechanics and chemistry
Effective written and verbal communication skills
Foreign language skills useful
Physically capable of being around magnetic fields
Valid driver’s license

Our vision at Hallmarq Veterinary Imaging is to improve the lives of animals and the people who care for them. This fundamental concept drives all that we do and forms the basis of our company culture, defining how we conduct ourselves with our customers and within the industry.

The Hallmarq values are deeply entrained its processes and people. As such we expect our staff to reflect that:

We care – work to create a nurturing environment for staff, customers, animals and the environment
We cultivate partnerships – show respect for our colleagues and customers
We use curiosity to innovate – be curious and allow other to be curious
We make it happen – deliver results through teamwork
We take pride in what we do – do it right and do it right the first time.

Candidates with the relevant experience or job titles of: Customer Training Specialist, Product Trainer, Enablement Specialist, Client Onboarding Manager, Customer Education Manager, Customer Experience Trainer, Client Education Lead, may also be considered for this role.