Technical Support & Training Manager

Overview

A global manufacturer of mission-critical HVAC and cooling solutions is seeking an experienced Technical Support & Training Manager to lead worldwide technical support and training activities from a state-of-the-art manufacturing facility.

This role is responsible for advanced technical support, leadership of technical support engineers, and the development and delivery of technical training for internal teams, partners, and customers.

Key Responsibilities

• Lead and manage global technical support operations and a team of technical support engineers

• Provide advanced troubleshooting support for mission-critical HVAC systems, including refrigeration, controls, and communications

• Act as senior escalation point, coordinating with engineering, R&D, QA/QC, field service, and project teams

• Support commissioning, performance verification, and warranty investigations

• Develop and deliver a structured technical training strategy (classroom, factory, and digital)

• Create and maintain technical documentation, training materials, and service bulletins

• Deliver training and mentorship to field service teams and apprentices

• Support product development through customer and field feedback

• Prepare technical reports and service trend analysis for management

• Foster a strong culture of teamwork, accountability, and customer service