What are the responsibilities and job description for the Technical Support Manager position at Key Technical Solutions?
Job Description
At Key Technical Solutions, we are seeking a highly skilled Technical Support Manager to join our Customer Experience team. As a key leader within the team, you will be responsible for ensuring that customers receive the tools, training, and technical support needed to successfully operate and maintain their equipment.
This role will involve leading the development, launch, and management of a new In-Factory Customer Training program. You will create engaging and effective training content, define training pricing and delivery formats, and align training with equipment capabilities and customer-specific needs.
You will also oversee the Remote Support team, responsible for technical issue resolution and maintenance support. This includes implementing tools, processes, and KPIs to improve support outcomes, monitoring case trends, and escalating recurring issues to engineering or product teams.
In addition, you will recruit, develop, and mentor a team of technical trainers and support specialists. You will foster a culture of customer-first service, continuous learning, and proactive problem solving. You will conduct performance reviews and support team development goals and training initiatives.
The ideal candidate will have 5 years in a technical training, service leadership, or remote support role. They will have experience developing and delivering customer training programs and a background in packaging machinery, automation systems, or industrial equipment is highly preferred.
The selected candidate will possess excellent organizational and project management abilities, familiarity with LMS platforms and content creation tools, and experience using remote support tools and video conferencing platforms. A bachelor's degree in Engineering, Technical Education, Industrial Technology, or related field is preferred, and instructional design or training certifications are a plus.
At Key Technical Solutions, we are seeking a highly skilled Technical Support Manager to join our Customer Experience team. As a key leader within the team, you will be responsible for ensuring that customers receive the tools, training, and technical support needed to successfully operate and maintain their equipment.
This role will involve leading the development, launch, and management of a new In-Factory Customer Training program. You will create engaging and effective training content, define training pricing and delivery formats, and align training with equipment capabilities and customer-specific needs.
You will also oversee the Remote Support team, responsible for technical issue resolution and maintenance support. This includes implementing tools, processes, and KPIs to improve support outcomes, monitoring case trends, and escalating recurring issues to engineering or product teams.
In addition, you will recruit, develop, and mentor a team of technical trainers and support specialists. You will foster a culture of customer-first service, continuous learning, and proactive problem solving. You will conduct performance reviews and support team development goals and training initiatives.
The ideal candidate will have 5 years in a technical training, service leadership, or remote support role. They will have experience developing and delivering customer training programs and a background in packaging machinery, automation systems, or industrial equipment is highly preferred.
The selected candidate will possess excellent organizational and project management abilities, familiarity with LMS platforms and content creation tools, and experience using remote support tools and video conferencing platforms. A bachelor's degree in Engineering, Technical Education, Industrial Technology, or related field is preferred, and instructional design or training certifications are a plus.
