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 idóneo 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:Omnipod® 5 use and troubleshootingGlucose management best practicesDiabetes‐related medications (non‐prescriptive guidance)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:Hyperglycemia and hypoglycemia eventsSituations requiring medical attentionAdverse event reportingPartner with Quality and Post‐Market Surveillance teams to ensure training aligns with regulatory and safety standardsTraining Needs & Continuous ImprovementIdentify training gaps through:Call observationsQuality evaluationsCustomer feedbackProvide recommendations to improve training effectiveness and operational performanceTrack and report on training outcomes and readiness metricsCross‐Functional CollaborationWork closely with:L&D; Manager (direct reporting)Clinical Product Support LeadershipQuality & Compliance teamsGlobal 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:Clinical training, diabetes education, or medical device supportCustomer support or call center environments (strongly preferred)Professional credentials preferred:Registered Nurse (RN), Dietitian, or similar clinical backgroundStrong knowledge of:Diabetes as a disease stateInsulin 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 guidanceProven experience in training, coaching, or mentoring employeesStrong organizational and execution skillsAbility to thrive in a fast‐paced, high‐volume call center environmentStrong attention to detail,



especially in documentation and compliancePreferred SkillsExperience in a clinical call center or product support environmentCertification such as CDCES (Certified Diabetes Care and Education Specialist)Experience using Learning Management Systems (LMS)Familiarity with call monitoring and quality frameworksStrong proficiency in Microsoft Office toolsKey Behavioral CompetenciesCustomer‐focused with strong empathyAdaptable and flexible in dynamic environmentsAnalytical thinker with strong problem‐solving skillsProactive and self‐drivenAbility to balance clinical accuracy with customer experienceStrong collaboration and relationship‐building skillsSuccess in This Role Looks LikeNew hires are confident and effective on calls quicklyAgents demonstrate strong clinical understanding and communication skillsImproved customer satisfaction and reduced escalation ratesHigh‐quality and compliant documentation of medical‐related eventsContinuous improvement in team performance through coaching and trainingInsulet started in **** with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform.
In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
We are looking for highly motivated, performance driven individuals to be a part of our expanding team.
We do this by hiring amazing people guided by shared values who exceed customer expectations.
Our continued success depends on it!
Insulet Corporation is proud to be an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
(Know Your Rights)Insulet employees are all focused on the same goal - to make a difference.Our relentless passion is to simplify life for people with diabetes.
We excite and empower employees to bring their best selves to work through a culture that supports a healthy work and life balance.
We set the bar high to meet customer needs, and our priority is to ensure our employees are equipped and supported to help us get there.
We foster and celebrate curiosity, innovation, and learning.
Our teams work collaboratively and are empowered to drive the best actions for our customers.
Our innovation spirit and customer‐centric focus position us as global pioneers - leading the way to improve health outcomes with revolutionary medical devices while breaking down barriers to access.
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📌 Diabetes Training Specialist (Jalisco)
🏢 Insulet
📍 Jalisco