Job SummaryThe Clinical Product Training Specialist is a hands-on, on-the-ground trainer responsible for ensuring that newly hired Clinical Product Support team members are fully prepared to deliver high-quality, accurate, and empathetic phone support to customers using Omnipod® 5 and related diabetes management therapies.Based in Guadalajara, this role sits within the Customer Support division and partners closely with Learning & Development, Clinical Leadership, and Quality teams.
The specialist will lead onboarding training, coaching, and continuous development directly on the call center floor for any active class as staffing needs require it.
The position works as an Individual Contributor, and its main focus is ensuring that team members can confidently handle real customer interactions.Position OverviewThe Clinical Product Training Specialist is a hands-on, on-the-ground trainer responsible for ensuring that newly hired Clinical Product Support team members are fully prepared to deliver high-quality, accurate, and empathetic phone support to customers using Omnipod® 5 and related diabetes management therapies.Based in Guadalajara, this role sits within the Customer Support division and partners closely with Learning & Development, Clinical Leadership, and Quality teams.
The specialist will lead onboarding training, coaching, and continuous development directly on the call center floor for any active class as staffing needs require it.
The position works as an Individual Contributor,



and its main focus is ensuring that team members can confidently handle real customer interactions.This role focuses on equipping employees to support customers with:Effective use of the insulin pump therapy (AD2.1)to manage glucose levelsQuestions related to diabetes management and medicationsHandling and documenting high and low glucose eventsProviding appropriate guidance during potential medical situations, and following escalation protocolsThe adecuado candidate is passionate about developing people, improving customer outcomes, and bridging clinical knowledge with real-world customer interactions.Key ResponsibilitiesOnboarding & Floor-Based TrainingDeliver hands-on onboarding training for new hires in the Clinical Product Support teamConduct live call simulations, side-by-side coaching, and real-time feedbackSupport new employees during nesting periods, ensuring readiness for live customer interactionsEnsure agents can effectively handle calls involving:o Omnipod® 5 use and troubleshootingo Glucose management best practiceso Diabetes-related medications (non-prescriptive guidance)o Documentation of adverse events and medical escalationsCall Handling Excellence & CoachingRegularly monitor and shadow live calls to identify coaching opportunitiesProvide immediate, actionable feedback to improve communication, clinical accuracy, and customer experienceReinforce call handling standards, empathy,



and compliance requirementsPartner with team leads to close performance gaps quicklyTraining Design & DeliveryTraining Delivery to New Hire and existing employes as the role's main responsibility.Support the Instructional Design team in developing of training materials, job aids, scripts, and simulationsDeliver refresher training and continuous education sessionsQuality, Compliance & DocumentationEnsure team members are trained on accurate documentation practices, especially related to:o Hyperglycemia and hypoglycemia eventso Situations requiring medical attentiono Adverse event reportingTraining Needs & Continuous ImprovementIdentify training gaps through:o Call observationso Quality evaluationso Customer feedbackProvide recommendations to improve training effectiveness and operational performanceTrack and report on training outcomes and readiness metricsCross-Functional CollaborationWork closely with:o L&D; Manager (direct reporting)o Clinical Product Support Leadershipo Quality & Compliance teamso Global training teams (as applicable)Help align training with global standards while adapting to local needsEducation & ExperienceBachelor's degree in a relevant field or equivalent experience2-5 years of experience in:o Clinical training, diabetes education, or medical device supporto Customer support or call center environments (strongly preferred)Professional credentials preferred:o Registered Nurse (RN), Dietitian, or similar clinical backgroundStrong knowledge of:o Diabetes as a disease stateo Insulin therapy and insulin pump systems (CSII)Required Skills & CompetenciesHands-on coaching mindset with the ability to work directly on the floor with agentsStrong communication skills (verbal and written) in customer-facing contextsAbility to simplify complex clinical information into practical#J-*****-Ljbffr

📌 Diabetes Training Specialist (Jalisco)
🏢 PVH (Tommy Hilfiger/Calvin Klein)
📍 Jalisco