What are the responsibilities and job description for the Technical Training and Support Specialist position at Viking Masek Packaging Technologies?
The Technical Training and Support Specialist leads the development and delivery of technical training programs at our plant in Sheboygan, WI, for customer-technicians, focusing on both equipment installations and operations. In addition to designing and facilitating impactful training experiences, this role will provide exceptional remote-based phone support to customers, ensuring they receive prompt, accurate, and customer-focused assistance. The ideal candidate is a skilled communicator with technical expertise and a passion for delivering outstanding customer experience and successful customer outcomes.
Job Duties & Responsibilities:
- Customer Technical Training:
- Develop and deliver comprehensive training programs for customers on equipment installation, setup, operation, and maintenance.
- Create engaging training materials, including manuals, videos, presentations, and online resources, tailored to customer needs.
- Lead at factory and/or virtual training sessions to ensure customers fully understand and utilize products effectively.
- Remote-Based Phone Support:
- Provide remote technical support via phone or video to assist customers with troubleshooting, operational questions, and issue resolution.
- Diagnose and resolve technical problems efficiently, ensuring minimal downtime for customers.
- Document and track customer support interactions, escalating issues to internal teams when necessary and contributing to our knowledge base growth.
- Customer Experience:
- Deliver exceptional service in every interaction, ensuring customers feel valued, supported, and confident in using their equipment.
- Gather customer feedback during training and support interactions to continuously improve programs and processes.
- Ensure satisfaction and successful customer outcomes.
- Collaboration:
- Partner cross-functionally to align training content with product updates, customer needs, and company objectives.
- Share insights gained from customer support and training to drive products and process improvements.
- Technical Expertise:
- Maintain a deep understanding of company products, including installation, operation, troubleshooting, and maintenance processes.
- Stay current on industry trends and technologies to ensure training content remains relevant and effective.
Qualifications:
- Experience:
- 3 years in technical training, technical support, or customer-facing technical role.
- Experience delivering remote support and training to customers.
- Experience in the packaging industry or related technical fields is a strong plus.
- Skills:
- Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical audiences.
- Excellent problem-solving and troubleshooting skills.
- Proactive and customer-focused, with a passion for delivering exceptional experiences.
- Organizational skills to manage multiple training programs and support tasks simultaneously.
- Tools & Technology:
- Proficiency in virtual meeting tools (e.g., Zoom, Microsoft Teams) and training software.
- Familiarity with CRM systems (e.g., Salesforce) and technical support ticketing systems.
- Ability to create professional training materials using PowerPoint, video editing software, or similar tools.
- Education:
- Bachelors degree in engineering, technical education, or a related field preferred.
- Certifications in technical training or customer support are a plus.
Other Misc.
- Always sell the Viking Value Proposition
- Continuous improvement and industry training upkeep
Hours: Monday through Friday. 7:00 am 5:00 pm. These are business hours, start and end times may vary based on departmental needs. (Can be flexible). Weekends are not required.
