Technical Training and Support Specialist

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.