Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kylie Martin

Port Melbourne

Summary

With a proven track record at Siemens Healthineers, I am an accomplished Clinical Services MR Team Leader dedicated to enhancing customer satisfaction and business success. I have a passion for education with more than 15 years of related experience, including 9 years at the Siemens Global Training Centre in Erlangen, Germany. In this role I was successful in the development and delivery of a global training program for MR Application Specialists, utilising a variety of instructional design methodologies . I'm an enthusiastic training professional adept at planning and implementing onsite and remote training programs which include the delivery of dynamic presentations to facilitate learning and retention amongst a diverse global audience. I would love the opportunity to leverage my extensive training experience and expertise to enhance and update our ANZ educational offerings to ensure we are able meet the dynamic and growing needs of our customers, whilst supporting the Education and MR business.

Overview

28
28
years of professional experience

Work History

Clinical Services Team Leader - MR

Siemens Healthineers
01.2022 - Current
  • Manage delivery of MR Application Services to Siemens customer base, primarily VIC, SA, TAS, NZ ensuring customer obligations are fulfilled, including effective coordination of resources to meet project deadlines and achieve desired results.
  • Work with MR BU and PMO on development and implementation of upgrade strategies, including customer prioritisation, communication and resource coordination.
  • Work closely with MR Business Manager and team to ensure consistent messaging and communication across marketing, sales and service.
  • Build strong customer relationships through positive dialogue and attentive responses, whilst positively promoting our Application Services.
  • Timely reaction to application related customer complaints and escalations, including liaising with sales, technical and support colleagues to ensure minimum negative MR business impact.
  • Assist team members with customer queries and trouble shooting to ensure prompt and best possible customer outcomes.
  • Drive and support resource planning and recruitment of new team members, hiring best qualified to build team of top performers.
  • Supervision of team members ensuring compliance with set procedures and quality requirements, including adherence to EH&S standards.
  • Set performance expectations for team members, regularly monitor progress toward goals, provide constructive feedback, identify areas requiring further development, mentor team members to ensure they achieve their potential in professional growth.
  • Promote high standards through personal example to help team members understand expected behaviours and standards.
  • Empower team members by delegating responsibilities according to individual strengths and areas of interest and expertise.
  • Maintain an inclusive and diverse team culture, promoting a respectful and supportive work environment.
  • Deliver monthly team meetings to ensure team members remain informed of relevant updates and company news.
  • Maintain staff ASE profiles, assign relevant material, development of training strategy to ensure adequate skillset coverage for ANZ.
  • Regularly reward team members through employee recognition program, ensuring they are aware their efforts are recognised and appreciated, boosting morale.
  • Attend hand-over meetings, develop & deliver customer training plans, arrange consultations and pre-application planning discussions, implementing a dedicated role to ensure best practice customer experience.
  • Work closely with Education Services team on delivery of customer courses, customisation of offerings as per customer needs and education plan commitments.
  • Oversee update of course content and delivery of customer courses.
  • Promote educational services at customer facing meetings.
  • Expense and travel approval, monitoring activity and ensuring cost-effective solutions around team travel.
  • Collaboration and future planning with other modality Team Leads and Head of Applications.


MR Global Clinical Applications Trainer

Siemens Healthcare GmbH
01.2013 - 01.2022
  • Development and delivery of global MR training program for Siemens MR Application Specialists, including classroom training, virtual instructor lead training, web-based training, workshops and assessment programs.
  • Development of lesson plans, instructional materials, workbooks, assessment modules and other supplementary learning material to support structured learning.
  • Contribute to development of new and diverse educational concepts and instruments, and implementation into current training modules, optimising trainee engagement.
  • Delivery of dynamic presentations to a diverse global audience, adapting as required to facilitate learning and retention, whilst fostering an interactive and knowledge-sharing environment across a diverse and international participant group.
  • Develop and implement an online knowledge assessment module in alignment with development of new Cardiac Essentials (vs Cardiac Advanced) course.
  • Prompt adaptation of training delivery during COVID-19 pandemic to ensure continued delivery of global education services, based on needs and objectives.
  • Collaboration with MR Business Line regarding information handover of new MR products to ensure accurate and up-to-date training content.
  • Manage multiple projects simultaneously, meeting new software rollout deadlines and development of high-quality training content.
  • Ensure consistent messaging across all training materials by adhering to corporate branding guidelines.
  • Evaluate the effectiveness of training initiative by tracking participant progress and gathering feedback for continuous improvement, adapting content delivery as required to ensure the best possible learning outcomes.
  • As a subject matter expert, responsible for certification of training colleagues (local and abroad) for course delivery and continuous close liaison with global training partners.
  • Contribute to development of customer oriented e-learning material (e.g. PEPconnect), including recording and editing videos to facilitate online learning.
  • Assist MR Education Product Managers in development of internal and external (customer) training guidelines for new product release.
  • Administrative tasks including development of course modules, course scheduling, publication and global communication.
  • Participate in system and usability testing for MR Business Line during product development phase, providing feedback for product improvements based on training experiences.
  • Provide specialist global on-site customer support as required (e.g. breast biopsy, cardiac MR).
  • Regular support of MR Application related queries from the MR BU, Education Product Managers, HSC and global group of MR Application Specialists.


Clinical Applications Manager

Siemens Healthcare
02.2010 - 01.2013
  • Managed transition of Clinical Application Services from sales to customer service, developing and implementing new standardised best-practice processes for the delivery of Application Services.
  • Initially responsible for delivery of ANZ Application Services for all imaging modalities, later MR, MI and XP imaging modalities, including delivery operations and fair and efficient handling of internal and external issues.
  • Development and implementation of standardised training documents, pre-applications customer consultation, consistent applications branding and messaging.
  • Collaborate with Product Managers to develop standardised and tailored education offerings for tender responses.
  • Implementation of 'AppsDesk' for MR and CT imaging modalities, including 'AppsSupport' email addresses, guidelines and responsibilities, syngo Remote Support, internal and external launch of services.
  • Key member of working group for establishment of Siemens Education Centre, including development and delivery of new course offerings in conjunction with Clinical Application Specialist subject matter experts.
  • Resource and budget management, productivity analysis, staff recruitment and retention.
  • Competence and development management of staff, including education, development plans, mentoring to ensure team members are supported in their professional growth.
  • Driver of smooth and efficient communication between sales, marketing, applications and technical service.
  • Team supervision to ensure compliance with local procedures and quality compliance, including adherence to EH&S standards.
  • Key member of working group for establishment of Siemens Education Centre, including development and delivery of new course offerings in conjunction with Clinical Application Specialist subject matter experts.

MRI Clinical Applications Specialist

Siemens Healthcare
03.2006 - 02.2010
  • Preparation and delivery of high quality on-site product training and customer education for new and existing Siemens customers, including installation and follow-up training, software upgrade and advanced applications training throughout ANZ.
  • Re-evaluate, expand and update training offerings to address new technology and trends.
  • Establishment of trust-based customer relationships, open communication channels and exceptional customer support.
  • Development and implementation of two day pre-applications training module, early implementation of blended learning techniques.
  • Reduce troubleshooting time by development of standardised application documents including step-by-step guides for customer distribution.
  • Lead for high-end customers and advanced clinical applications, including key high-end turnovers, VIP customer education, hot site management, reference site development and maintenance.
  • Liaise with MR Business to provide system hardware, software and image demonstrations, analyse customer interests and training needs to provide input and support for early stage sales opportunities.
  • Update and maintain image demonstration equipment, including acquisition of high-quality clinical cases for demonstration workstations.
  • Identify and organise customer coil and software trials, co-ordinate with onsite applications support.
  • Responsible for customer handling during trade show image workstation demos, provide image demonstrations at local and international conferences.
  • Attend ISMRM to facilitate customer meetings, act as conduit for collaboration and sales discussions, assist with customer hands-on educational sessions.
  • Integral role in organisation of agenda and guest speakers for MRI User Group meetings, sharing host responsibilities of said meetings; primary organiser for Wide Bore User Group meetings in Perth and Melbourne.
  • Mentor for new MR Applications team members, sharing best practices and provision of guidance and support.

Medical Imaging Technologist

St Vincent's Hospital
11.1997 - 03.2006
  • Extensive MRI experience, PACS Administrator.
  • Delivery of high quality patient experience through a combination of technical expertise and compassionate care.
  • Several years appointed as Senior Technologist responsible for delivery of high-quality, safe and efficient general, emergency, mammography, fluoroscopy and theatre imaging services, staff supervision, monitoring and management of inventory and supply levels of relevant materials, communication with service providers for equipment issues, patient complaint handling.
  • Development and implementation of comprehensive mammographic quality assurance program in accordance with RANZCR accreditation standards.
  • Sessional tutor for practical sessions fur undergraduate radiography students at RMIT, Bundoora campus.
  • Mentor new technologists, providing equipment training and supervision, patient handling observation and feedback.
  • Supervision and assessment of radiography students, mentoring and constructive feedback.
  • Maintain professional knowledge by participation in ongoing professional development via workshop and conference attendance, self-learning, MRI and Mammography AIR accreditation.
  • Acting Chief Medical Imaging Technologist on several occasions, responsible for the delivery of a safe and professional imaging service, adherence to radiation safety protocols, protecting patients and staff from unnecessary exposure risks, internal and external issue management, rostering and timesheet management.
  • Acting Tutor Medical Imaging Technologist to cover 12 month maternity leave, responsible for student and intern radiographers on placement, ensuring appropriate supervision and assessment guidelines are adhered to.

Locum Radiographer

Various Employers
01.1996 - 09.1997
  • Worked as an agency radiographer in various locations in London on a working holiday visa
  • Extensive experience in adapting to a wide range of constantly changing work environments.

Education

Siemens Healthineers
Training Center Erlangen

Bachelor of Science - Medical Radiations

Royal Melbourne Institute of Technology
City Campus
1990

Skills

  • Curriculum creation
  • Training method development
  • Train-the-Trainer
  • Training needs analysis
  • Clear communication
  • Attention to detail
  • Teamwork and collaboration
  • Work planning and prioritisation
  • Analytical thinking
  • Staff education and training

Timeline

Clinical Services Team Leader - MR

Siemens Healthineers
01.2022 - Current

MR Global Clinical Applications Trainer

Siemens Healthcare GmbH
01.2013 - 01.2022

Clinical Applications Manager

Siemens Healthcare
02.2010 - 01.2013

MRI Clinical Applications Specialist

Siemens Healthcare
03.2006 - 02.2010

Medical Imaging Technologist

St Vincent's Hospital
11.1997 - 03.2006

Locum Radiographer

Various Employers
01.1996 - 09.1997

Siemens Healthineers

Bachelor of Science - Medical Radiations

Royal Melbourne Institute of Technology

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Kylie Martin