Director of Technical Support and Service Training

EquipmentShare is Hiring a Director of Technical Support and Service Training

EquipmentShare is searching for a Director of Technical Support and Service Training to support our team as the department continues to grow.  This position can sit remote in the US.

The Director of Technical Support and Service Training will be the leader of a national organization of service and technical trainers, develop a project and a business plan to create a technical support, and ensure a strategic plan to support EquipmentShare operations and customers. This team will ensure timely and effective resolution of technical issues and exceed external and internal customer expectations. Expertise, strategic thinking and leadership will drive the success of our technical training and support operations, optimizing processes and implementing best practices to enhance customer satisfaction. Work with multiple teams across several platforms to provide the best possible support for our Operations and Customers. 

Supervisory Responsibilities: Yes

Primary Responsibilities

• Develop and implement a project to build a Technical Support team with a business plan with a SWOT analysis and ROI.
• Hire and develop an organization that will execute the technical support to the operations.
• Manage the create solutions to improve the existing technical training, and create a strategical plan to support the EquipmentShare growth.
• Create an inspiring team environment with an open communication culture and manage day to day operations and provide leadership, mentoring and direction to the Training and Technical Support team. 
• Ensure that customer issues are appropriately logged, researched, and accurately resolved in a timely manner, meeting and exceeding expectations. 
• Improve the relationship with the OEMs and streamline the support and Ensure proper escalation occurs for unresolved issues and assign appropriate priority.
• Coach and review team members with regards to adequate performance of their duties, adherence to policies and procedures.
• Integrate the usage of ES technology in the solutions and support desk.
• Maintain a knowledge base of known issues and solutions.
• Create a space for continuous improvements identifying recurrent opportunities and training needs, customer trends and OEMs trends.
• Refine and implement the methods, procedures, tools and policies to ensure high-quality service is delivered to customers.
• Define, measure, and improve on various relevant KPIs, such as response time and resolution time.
• Monitor team performance and report on metrics.

Why We’re a Better Place to Work

• Competitive salary.

• Medical, Dental and Vision coverage for full-time employees.

• 401(k) and company match.

• Generous paid time off (PTO) plus company paid holidays.

• Stocked breakroom and full kitchen, chef prepared meals daily (breakfast and lunch).

• State of the art onsite gym (Corporate HQ) with instructor led-courses/Gym stipend for remote employees.

• Seasonal and year round wellness challenges.

• Company sponsored events (annual family gatherings, happy hours and more).

• Volunteering and local charity initiatives that help you nurture and grow the communities you call home. Employees receive 16 hours of paid volunteer time per year. 

• Opportunities for career and professional development with conferences, events, seminars and continued education. 

About You 

Our mission to change an entire industry is not easily achieved, so we only hire people who are inspired by the goal and up for the challenge. In turn, our employees have every opportunity to grow with us, achieve personal and professional success and enjoy making a tangible difference in an industry that’s long been resistant to change. 

• Bachelor’s degree in engineering, business or related
• Experience in equipment maintenance 
• A strong understanding of all aspects of service, parts, and warranty
• 4-5 years managing a technical support and training organizations
• Project management is a plus
• A strong understanding of training and technical support in heavy equipment or industrial machinery market
• The ability to adapt to the fast pace of a growing company and stay continuously educated on the latest EquipmentShare products and services
• Must be extremely detail-oriented
• Excellent communication and problem-solving skills
• The ability to build, nurture, and maintain relationships with OEMs and customers throughout every step of the support

EquipmentShare is committed to a diverse and inclusive workplace. EquipmentShare is an equal opportunity
employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation,
protected veteran status, disability, age, or other legally protected status.

 

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Last updated on Aug 22, 2024