Director, Training And Technical Services

Director Of Training And Technical Support

We are seeking an experienced and strategic Director of Training and Technical Support to lead and oversee our advanced L2/L3 technical support and field service training team for our growing service company. The successful candidate will play a pivotal role in ensuring the highest standards of technical problem resolution and staff training, while driving efficiency and excellence across our customer support operations.

This team member will be responsible for managing all internal training for field service technicians covering products such as financial banking equipment, retail devices, and emerging robotic technologies for over 400 technicians across the United States, Canada, and Puerto Rico.

Essential Functions/Key Responsibilities

• Provide leadership and direction to a team of Level 2 and Level 3 technical support specialists and service trainers.
• Develop, mentor, and empower team members to achieve professional growth and high performance.
• Allocate resources effectively to ensure optimal coverage and responsiveness in technical support operations.
• Encourage collaboration and knowledge sharing among team members and across departments.

• Oversee the resolution of complex technical issues escalated to Level 2 and Level 3 support, ensuring timely and satisfactory outcomes.
• Manage both internal and external product service manuals to ensure both Support and Field Technicians are able to access relevant documents.
• Establish and maintain processes to track, analyze, and improve support team performance metrics.
• Act as the final escalation point for critical customer concerns requiring advanced technical intervention.
• Collaborate with customers, vendors, repair depot, and procurement to address recurring technical challenges and introduce preventive solutions.
• Ensure that hours of operation are covered with requisite staff to service a 24 hour business.

• Design and implement comprehensive service training programs for technical support staff, ensuring alignment with company goals and service standards.
• Facilitate ongoing technical education to keep teams updated on product advancements, industry trends, and emerging technologies.
• Develop training strategies for onboarding new staff and upskilling existing team members.
• Evaluate training effectiveness through feedback, assessments, and observable improvements in team performance.
• Manage 3rd Party Training and Certification
• Plan financial forecasts for Burroughs Annual Operating Plan based on expected and forecasted lines of business and capacity changes.

• Work closely with senior leadership to align technical support and training strategies with broader business objectives.
• Maintain strong relationships with cross-functional teams, including customer service, logistics, dispatch, and sales, to foster seamless collaboration.
• Lead initiatives to enhance customer satisfaction by continuously refining and innovating support processes.
• Monitor emerging industry practices and implement relevant improvements to maintain competitive service excellence.
• Other related tasks as assigned.

Knowledge, Skills and Abilities

• ADP Learning Management preferred
• P&L experience preferred
• Experience with a financial equipment services company preferred
• Problem Solving/Analysis
• Team centered/work well with co-workers to resolve issues and problems
• Customer Service focus
• Strong communication skills (verbal and written)
• Self motivated and able to work independently
• Leadership
• Attention to detail
• Thoroughness

Education and Experience

• Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Business Administration) or equivalent experience; advanced degree preferred.
• Minimum 8 years of experience in technical support or training development roles relating to break/fix equipment servicing businesses, with at least 4 years in managerial or leadership positions.
• Strong expertise in handling complex technical issues and implementing effective resolution strategies.
• Proven track record of designing and delivering training programs in technical or service environments.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.
• Demonstrated understanding of key performance metrics and ability to leverage data for decision-making.

Other Duties: 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.