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Technical Training and Support Specialist

Viking Masek Technologies
Oostburg, WI Full Time
POSTED ON 3/3/2025
AVAILABLE BEFORE 6/2/2025

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 :

    • Bachelor's 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.

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