At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. **A Day in the Life** At the heart of the Service & Repair Customer Care transformation lies a simple but powerful belief: technology is only truly effective when guided by people who care. We are building a team where every individual is welcomed, empowered, and inspired to grow — both professionally and personally. Our goal is to create connections that transcend cultures and roles, ensuring no one is left behind. As the Training, Knowledge & Change Management Principal, you will play a key role in this journey. This individual contributor position involves coordinating a network of key users and SMEs across multiple countries to develop and deliver exceptional training experiences. You will lead the creation of a training practice within Service & Repair, supporting Customer Care Agents from onboarding to ongoing development. The role promotes performance, trust, inclusion, and growth, and includes up to 20% travel across the EMEA region, reporting to the Director of S&R Customer Care EMEA. **Responsibilities may include the following and other duties may be assigned:** + Design and deliver structured onboarding programs, including systems (SAP, ServiceNow), processes, and soft skills, customized to country-specific needs. + Assess training effectiveness through regular knowledge checks and final evaluations, covering both theory and practice. + Support change management initiatives by developing targeted training for new projects and system releases. + Collaborate with SMEs and Key Users to translate process updates into effective learning content; participate in User Acceptance Testing to ensure accuracy. + Coordinate “Train the Trainer” sessions and maintain up-to-date training documentation. + Conduct regular quality checks on customer interactions and provide constructive feedback and coaching. + Identify knowledge gaps and partner with internal teams to implement refresh training and improve tools and processes. **Required Knowledge and Experience:** + A background of 9+ years in training or learning and development is ideal, though candidates with a bachelor’s degree and 7+ years, or equivalent experience totaling 11+ years, will also be considered. + Instructional Design & Facilitation: Proven ability to design, deliver, and evaluate impactful training programs tailored to diverse, multicultural audiences. + Change Enablement & Continuous Improvement: Demonstrated strength in supporting system and process transformations, simplifying complexity, and driving operational excellence through training. + Coaching & Development: Skilled in delivering constructive, personalized feedback and fostering individual growth with clarity and confidence. + Cross-Functional Collaboration: Experience working across teams and functions, building trust and alignment with Key Users, Subject Matter Experts, and leadership. + Inclusive Learning Mindset: Passionate about creating inclusive learning environments where everyone feels respected, supported, and empowered to succeed. Experience in Customer Care is highly valued. Familiarity or mastery in tools such as ServiceNow and SAP is a strong advantage, especially when paired with a process-oriented mindset. A continuous improvement approach is highly appreciated, and certifications such as Lean Six Sigma are considered a plus. Candidates who demonstrate a strong growth orientation and a purpose-driven attitude—committed to both personal and team development—will thrive in this role. **Physical Job Requirements** The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.  **Benefits & Compensation** **Medtronic offers a competitive Salary and flexible Benefits Package** A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. **About Medtronic** We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. Learn more about our business, mission, and our commitment to diversity here (http://www.medtronic.com) We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. **We change lives** . Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives. **We build extraordinary solutions as one team** . With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough. **This life-changing career is yours to engineer** . By bringing your ambitious ideas, unique perspective and contributions, you will… + **Build** a better future, amplifying your impact on the causes that matter to you and the world + **Grow** a career reflective of your passion and abilities + **Connect** to a dynamic and inclusive culture that welcomes the challenge of life-long learning These commitments set our team apart from the rest: **Experiences that put people first** . Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need. **Life-transforming technologies** . No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms. **Better outcomes for our world** . Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls. **Insight-driven care** . Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support. This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here (https://www.e-verify.gov/employees) . For updates on job applications, please go to the candidate login page and sign in to check your application status. If you need assistance completing your application please email AskHR@medtronic.com To request removal of your personal information from our systems please email RS.HRCompliance@medtronic.com