Technical Training Support Specialist
Technical Training Support Specialist
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Job Description
Job Details
Description
Job title:
Technical Training & Support Specialist
FLSA Classification:
Exempt (salaried) or NonExempt (hourly)
Exempt
Reports to:
Technical Support & Training Manager.
Education/Experience Required
- 7 10 years of SME level experience in technical support or training role
- Experience developing and delivering technical training programs.
- Experience providing technical support in a customerfacing environment.
- Minimum High School Diploma. Associate or bachelors degree preferred.
ADA Requirement
- This job involves stooping kneeling crouching bending reaching standing walking pushing pulling lifting grasping talking and hearing.
- Ability to lift up to 20 lbs.
- Work is primarily performed in a shop training room and office environment with a mix of sitting and standing.
Date:
March 2025
Job Description
Summary/objective
We are seeking a highly motivated and technically skilled individual to join our team as a Technical Training & Support Specialist. In this dual role you will be responsible for providing comprehensive training to our customers and internal teams on our products and services while supporting daytoday technical operations of the department by leading and performing telephone and email technical support and troubleshooting for Avantik products for the Field Service team and delivering exceptional technical support to resolve customer inquiries and issues. The ideal candidate will possess a strong understanding of technical concepts excellent communication skills and a passion for helping others succeed.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Design develop and deliver engaging training materials (e.g. presentations manuals videos online courses) for internal and external audiences.
- Facilitate live training sessions (inperson and virtual) on product functionality best practices and troubleshooting techniques.
- Customize Training programs based on user groups and skill levels.
- Regularly update training materials to reflect product updates and industry changes.
- Provide Level 1 & 2 Support by responding to customer inquiries and technical issues via phone email chat and ticketing system.
- Perform transactions within Dynamics 365
- Diagnose and resolve technical problems escalating complex issues when necessary.
- Accurately document support interactions troubleshooting steps and resolutions in the system.
- Maintain uptodate knowledge of product features and troubleshooting procedures.
- Act as a customer advocate providing product feedback to development and engineering teams.
- Contribute to support knowledge base creating and updating documentation FAQs and troubleshooting guides.
Competencies
- Excellent communication and presentation skills.
- Strong problemsolving and troubleshooting abilities.
- Ability to explain complex technical concepts in a clear and concise manner.
- Strong customer service orientation.
- Ability to work independently and as part of a team.
- Strong organizational and timemanagement skills.
Additional Responsibilities:
- Travel with Field Service Engineers to support field projects and exchange technical information when needed.
- Partner with other groups and departments to improve customer support processes.
- Perform other duties as assigned by the Technical Support & Training Manager
- Assist in scheduling and monitoring planned and unplanned technical support activities.
- Review and enhance technical support procedures for improved efficiency.
Travel required
- Some travel is required up to 30 depending on training and/ or business needs of the Company.
Qualifications
Qualifications:
Technical skills:
- Proficiency in using support ticketing systems (e.g. 365 Dynamics Service Management).
- Experience with remote support tools (e.g. Microsoft Teams TeamViewer).
- Experience with Learning Management Systems (LMS) is a plus.
- Strong understanding of Dynamics 365 Field Service is a plus.
- Technical skills that include testing repairing and maintaining medical equipment.
- Proficient in the use of tools and test equipment.
- Thorough knowledge of modern electronic mechanical and software based medical equipment.
- A working knowledge of physiology and the clinical setting for Avantik equipment.
- Must be able to demonstrate effective communication organizational and leadership skills in scheduling monitoring performance ensuring effective documentation and leading other technicians.
- Must demonstrate the ability to work under limited supervision and assist with the training and coaching of others.
Preferred Qualifications:
- Relevant certifications (e.g. CompTIA CTT Microsoft specific product certifications)
- Relevant certification in a technical field.
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
