McKesson Customer Support Training Instructor in Charlotte, North Carolina

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. It starts with the chain of events you initiate when you work with McKesson Pharmaceutical - a chain that extends across the country and results in millions of people getting more from their healthcare.

As the leader in pharmaceutical distribution and supply chain management, McKesson Pharmaceutical delivers vital branded and generic pharmaceuticals, as well as over-the-counter products, to more than 40,000 customers in three primary segments: retail chains, independent retail pharmacies and institutional providers such as hospitals, health systems, integrated delivery networks and long-term care providers.

We base our distribution excellence on electronic order processing, asset management tools, a commitment to Six Sigma methodology, order accuracy and supply chain safety. We work with our customers on solutions - including supply management technology, world-class marketing programs, managed care and repackaging products and services - that help them meet their business and quality goals. Our entire team works to ensure patients receive their medications efficiently and begin the process of healing.

As the nation’s largest pharmaceutical distributor, US Pharmaceutical is committed to driving total pharmacy health for customers and ensuring that customers receive the right drug at the right time, every time. This commitment is underpinned by McKesson’s focus on providing customers with the industry’s highest product availability, intelligent ordering capabilities and unmatched service accuracy.

Join our team of leaders to begin a rewarding career.

Position Description

The Customer Support Trainer (CST) is an individual contributor training professional responsible for guiding and directing the development of all training related matters for Customer Support. The CST will oversee any aspect of training related to reviewing, implementing and updating content to create the optimal development experience for the participant. The CST will work with key stakeholders to collaboratively address strategic challenges within Customer Support. The Trainer is also responsible for aspects that may include course facilitation, uploading/maintenance, curriculum management, participant assignment, and results reporting. In addition, the trainer would have responsibility for maintaining Knowledge training of Representatives as well as the CEB programs that are supported by Customer Support.


  • Prepare and facilitate CustomerSupport new hire and ongoing training. Including making sure content isready and updated for the training class, ensure facilities, equipment andresources are available to the class. Manage reporting, progress, andstatus of the class to leadership. Provide ongoing training support for upto 90 days after the class graduates to the floor. Duties include coachingand monitoring QA, provide status to leadership and the Representative.Serves as subject matter expert for a variety of training topics.

  • Facilitate ongoing CEB training fornew Customer Support Representatives as needed. Manage curriculum,participant scheduling, and results reporting to key stakeholders. Thetrainer will be responsible for the overall CEB training in working withinternal business partners to execute the training.

  • Lead effort to improve, modify, and streamlinetraining processes to address inefficiencies, control gaps, and keep up withthe changes in the business. Ensure that content meets McKesson’s qualitygoals. Is assigned to other related training responsibilities as needed.

Minimum Requirements

  • 2 years human resources or training experience

Critical Skills

  • 3 years experience in call centertraining or subject matter expert

  • Proficiency in MS Office includingExcel, Word, PowerPoint and Outlook

  • Strong presentation skills andeffective communicator; experience presenting/speaking in groups up to 20people

  • Previous experience supporting team membersand peers in the field formally and informally developing their skills andabilities

  • Proven experience collaboratingsuccessfully with leaders and/or stakeholders in other disciplines withina cross-functional organization

  • Must have work schedule flexibility, Mondaythrough Friday between the hours of 7AM and 7PM; must also be open to adjustingshift and overtime as needed based on business requirements.

Additional Knowledge & Skills

  • Experience in Health Care industry aplus

  • Serves as subject matter expert for avariety of training topics

  • Experience with adult learning andADDIE evaluation models

  • Coaching certification preferred

  • experience a plus


  • 4-year degree in human resources, business or related field or equivalent experience

Physical Requirements

  • General Office Demands

  • Some travel required

Benefits & Company Statement

McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement

No agencies please

Job: Human Resources

Organization: McKesson Pharmaceutical

Title: Customer Support Training Instructor

Location: North Carolina-Charlotte

Requisition ID: 18003556