Customer Training & Support Manager

About Us

Viking Masek Packaging Technologies provides innovative packaging automation for food, beverage, health, medical, and consumer goods manufacturers globally. We offer advanced solutions like vertical form fill seal (VFFS), premade pouch, stick pack machines, flow wrapping equipment, case packers, and cartoners. At Viking Masek we focus on innovation and integration, delivering complete packaging automation solutions to optimize production lines worldwide.

Job Description

The Customer Training & Support Manager is a key leader within the Customer Care team, responsible for ensuring that customers receive the tools, training, and technical support needed to successfully operate and maintain their Viking Masek equipment.

This role will lead the development, launch, and management of a new In-Factory Customer Training program, including curriculum creation, delivery logistics, pricing strategy, and customer engagement. The manager will also oversee the Remote Support team, ensuring timely and effective troubleshooting, maintenance guidance, and problem resolution for customer equipment issues.

Reporting to the GM of Customer Care, this role is both strategic and hands-on, blending technical expertise with leadership, process improvement, and customer advocacy.

Key Role Areas (KRA)

• Customer Training Development & Delivery
• Remote Equipment Support Oversight
• Team Leadership & Development
• Internal Technical Training
• Cross-Functional Collaboration & Customer Advocacy
  
  

Job Duties & Responsibilities

KRA #1- Customer Training Development & Delivery

• Own the full development and launch of Viking Masek’s In-Factory Customer Training service offering.
• Design engaging and effective training content, including hands-on modules, digital resources, and operator certifications.
• Define training pricing, delivery formats (in-person and virtual), and scheduling logistics.
• Align training with equipment capabilities, safety protocols, and customer-specific needs.
• Gather and apply feedback to continuously improve training effectiveness and experience.
  
  

KRA #2 - Remote Equipment Support Oversight

• Lead and manage the Remote Support team, responsible for technical issue resolution and maintenance support.
• Oversee daily scheduling of support specialists to ensure efficient coverage and responsiveness.
• Implement tools, processes, and KPIs to improve support outcomes, including First Response Time (FRT), First Contact Resolution (FCR), and Mean Time to Resolve (MTTR).
• Monitor case trends and escalate recurring issues to engineering, product, or quality teams.
  
  

KRA #3 - Team Leadership & Development

• Recruit, develop, and mentor a team of technical trainers and support specialists.
• Foster a culture of customer-first service, continuous learning, and proactive problem solving.
• Conduct performance reviews and support team development goals and training initiatives.
  
  

KRA #4 - Internal Technical Training

• Develop onboarding and continuous learning programs for Field Service Technicians.
• Ensure technicians are equipped to support equipment installs, maintenance, and troubleshooting.
• Standardize skills and knowledge across the team, reducing variation in customer experience.
  
  

KRA #5 - Cross-Functional Collaboration & Customer Advocacy

• Serve as the voice of the customer across departments, advocating for improvements to equipment design, documentation, and support resources.
• Collaborate with Sales, Engineering, Production, and Field Service teams to align training and support with current product offerings.
• Report on performance trends, customer feedback, and support-related metrics to senior leadership.
  
  

Qualifications

Experience:

• 5 years in a technical training, service leadership, or remote support role.
• Experience developing and delivering customer training programs.
• A background in packaging machinery, automation systems, or industrial equipment is highly preferred.
  
  

Skills

• Strong team leadership, coaching, and communication skills.
• Ability to simplify technical topics for diverse audiences.
• Strategic thinker with excellent organizational and project management abilities.
• Customer-focused problem solver with a collaborative mindset.
  
  

Tools & Technology

• Familiar with LMS platforms and content creation tools (e.g., Articulate, Camtasia).
• Comfortable with CRM and service platforms (e.g., Salesforce, ServiceNow).
• Experience using remote support tools and video conferencing platforms.
  
  

Education

• Bachelor’s degree in Engineering, Technical Education, Industrial Technology, or related field preferred.
• Instructional design or training certifications (ATD, CPTD) are a plus.
  
  

Core Values

Simple in Motion

• SERVICE: Serving our customers, colleagues, and community
• INNOVATION: Solving your unique packaging challenges
• MOTIVATION: Motivated by our story to build your story
• PARTNERSHIP: Listening with curiosity and empathy to build strong relationships
• LEADERSHIP: Confidently transforming your goals into realities
• EXCELLENCE: Committed to delivering our best
  
  

We offer a welcoming and inclusive environment in service to one another, our products, the diverse consumers we represent, and the communities we call home.

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