About Us:

Viking Masek Packaging Technologies provides innovative packaging automation for food, beverage, health, medical, and consumer goods manufacturers globally. We offer advanced solutions like vertical form fill seal (VFFS), premade pouch, stick pack machines, flow wrapping equipment, case packers, and cartoners. At Viking Masek we focus on innovation and integration, delivering complete packaging automation solutions to optimize production lines worldwide.

Job Description:

The Equipment Support & Training Specialist is responsible for developing and delivering customer training programs, supporting equipment installations, and providing exceptional remote technical assistance. This role ensures that customer technicians and operators have the necessary knowledge and resources to optimize their use of Viking Masek equipment. The ideal candidate is a strong communicator with technical expertise and a commitment to delivering excellent customer experience.

Key Role Areas (KRA):

1. Customer Technical Training – Develop and facilitate technical training sessions for customers.
2. Remote Technical Support – Provide phone and video-based assistance to customers.
3. Customer Experience & Retention – Deliver outstanding customer service and gather feedback to improve training programs.
4. Cross-Departmental Collaboration – Work closely with internal teams to enhance product support and training materials.
5. Continuous Learning & Technical Expertise – Stay up-to-date on company products and industry trends to maintain the highest level of expertise.

Job Duties & Responsibilities:

KRA #1 – Customer Technical Training

• Develop and deliver comprehensive training programs for customers on equipment installation, setup, operation, and maintenance.
• Create engaging training materials, including manuals, instructional videos, presentations, and online resources.
• Conduct in-person and virtual training sessions at Viking Masek’s facility or remotely.
• Customize training content to meet specific customer needs and operational requirements.

KRA #2 – Remote Technical Support

• Provide remote troubleshooting assistance via phone, video conferencing, and email.
• Diagnose and resolve customer technical issues efficiently and with urgency to minimize downtime.
• Document support cases, escalate complex issues when necessary, and contribute to the company’s knowledge base.
• Coordinate with internal teams to ensure timely issue resolution.

KRA #3 – Customer Experience & Retention

• Deliver exceptional service in every customer interaction, ensuring satisfaction and confidence in Viking Masek equipment.
• Gather customer feedback to continuously improve training programs and support services.
• Work proactively to prevent escalations by addressing common technical challenges in training materials.
• Advocate for customers by sharing insights with product and engineering teams.

KRA #4 – Cross-Departmental Collaboration

• Partner with engineering, sales, and service teams to align training content with product updates.
• Provide insights from customer interactions to help drive product and process improvements.
• Support marketing efforts by contributing to educational content such as FAQs, knowledge base articles, and training videos.

KRA #5 – Continuous Learning & Technical Expertise

• Maintain an in-depth understanding of Viking Masek’s products, including their installation, operation, and maintenance.
• Stay current on industry trends and emerging packaging technologies.
• Attend internal training sessions and industry events to enhance technical knowledge.

Qualifications:

Experience:

• 3+ years in technical training, technical support, or a customer-facing technical role.
• Experience in electronics and machinery repair is a plus.
• Experience delivering remote support and training to customers.
• Prior experience in the packaging industry or related technical fields is highly desirable.

Skills:

• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving and troubleshooting skills.
• Ability to read electrical schematics and guide customers in electrical troubleshooting.
• Customer-focused mindset with a passion for delivering exceptional experiences.
• Strong organizational skills to manage multiple training programs and support cases simultaneously.

Tools & Technology:

• Proficiency in virtual meeting tools (e.g., Zoom, Microsoft Teams) and training software.
• Experience using CRM systems (e.g., Salesforce) and technical support ticketing systems.
• Ability to develop training materials using PowerPoint, video editing software, or similar tools.

Education:

• Bachelor’s degree in engineering, technical education, or a related field preferred.
• Certifications in technical training or customer support are a plus.

Core Values:

Simple in Motion

• SERVICE: Serving our customers, colleagues, and community
• INNOVATION: Solving your unique packaging challenges
• MOTIVATION: Motivated by our story to build your story
• PARTNERSHIP: Listening with curiosity and empathy to build strong relationships
• LEADERSHIP: Confidently transforming your goals into realities
• EXCELLENCE: Committed to delivering our best

We offer a welcoming and inclusive environment in service to one another, our products, the diverse consumers we represent, and the communities we call home.

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