United Technologies Corporation Technical Product and Training Manager in Ashland, Massachusetts

Job ID: 71375BR

City: Ashland

State: Massachusetts

Country: United States

Category: Aftermarket & Sales

Job Type: Full Time

Description:

We are looking to hire a Technical Support/Product Training Manager who will ensure the Technical Services and Product Training teams provide the best experience for our customers. Working with cross functional teams, this Manager position develops and implements processes and tools for each department. The ideal candidate should have a technical background (fire suppression preferred) and experienced in leading teams to develop best in class tools.

Responsibilities:

Training Departments

  • Own the vision and execution of developing a product training plan for our authorized distributors to learn to install and service our fire suppression products.

  • Manage a team designing, developing, and delivering product training programs.

  • Direct the team to ensure we are using state of the art tools to develop on-line training and reference tools.

  • Manage programs for assessments and certifications to ensure learning has occurred.

  • Track metrics to assist in knowing the effectiveness of our product training offerings.

  • Ensure our product training sessions stay in sync with our new product developments.

  • Stay up-to-date on new technologies and methodologies, to innovate and make our training solutions world class.

  • Work closely with other technical teams including Product Management, Technical Services, and Sales teams to assist in the development and delivery of the product training.

Technical Services

  • Create and drive best practice solutions and methodologies for Technical Support team to exceed customer expectations and to increase Technical Support team efficiency

  • Develop and track the teams support metrics including first response time, time to resolution, and customer satisfaction.

  • Monitor our support ticket queue with an emphasis on meeting targeted metrics and managing escalations to resolution.

  • Advocate for our customers internally and work closely with cross-functional teams to define ways to continually add value to the customer experience.

  • Directs each team to ensure we are developing state of the art tools to develop on-line training and reference tools

  • Collect and report information to ensure we are meeting our customer’s changing demands.

  • Manages subordinate staff in the day-to-day performance of their jobs.

Qualification:

  • 7+ years of technical customer support experience supporting with at least 4 years as a technical support lead

  • Leadership experience in driving technical support standards and procedures as well as management of technical support teams.

  • Proven ability to manage training project teams

  • Great leadership, presentation, and people skills, with demonstrated excellence as a technical trainer

  • Track record of innovation in learning

  • Experience with databases and reporting tools

  • Potential travel required, with some international travel

  • Fanatical commitment to customer success and deep knowledge of customer service principles and practices.

  • Strong technical aptitude with a desire for continuous learning and improvement.

  • Excellent communication skills and ability to speak and write clearly and accurately, particularly as it relates to technical concepts.

  • Strong process, organization, and project management skills.

  • A strong sense of urgency.

Education:

  • BS/BA degree

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Qualification:

  • 7+ years of technical customer support experience supporting with at least 4 years as a technical support lead

  • Leadership experience in driving technical support standards and procedures as well as management of technical support teams.

  • Proven ability to manage training project teams

  • Great leadership, presentation, and people skills, with demonstrated excellence as a technical trainer

  • Track record of innovation in learning

  • Experience with databases and reporting tools

  • Potential travel required, with some international travel

  • Fanatical commitment to customer success and deep knowledge of customer service principles and practices.

  • Strong technical aptitude with a desire for continuous learning and improvement.

  • Excellent communication skills and ability to speak and write clearly and accurately, particularly as it relates to technical concepts.

  • Strong process, organization, and project management skills.

  • A strong sense of urgency.

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.