What are the responsibilities and job description for the Technical Support Program Manager position at Key Technical Solutions?
Key Technical Solutions seeks a highly skilled Technical Support Program Manager to lead our Customer Experience team in delivering world-class technical support to our customers. 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.
The ideal candidate will have 5 years of experience in a technical training, service leadership, or remote support role, with a background in packaging machinery, automation systems, or industrial equipment. You will possess excellent organizational and project management abilities, with a strategic thinker's mindset.
Your Key Responsibilities:
- Lead the development, launch, and management of a new In-Factory Customer Training program, including curriculum creation, delivery logistics, pricing strategy, and customer engagement.
- Oversight of the Remote Support team, ensuring timely and effective troubleshooting, maintenance guidance, and problem resolution for customer equipment issues.
- Recruit, develop, and mentor a team of technical trainers and support specialists, fostering a culture of customer-first service, continuous learning, and proactive problem solving.
- Serve as the voice of the customer across departments, advocating for improvements to equipment design, documentation, and support resources.
