Technical Support & Training Manager

Job description

We are seeking an experienced Technical Support & Training Manager to lead global technical support and training from a state-of-the-art manufacturing facility in Cork, Ireland. This role ensures exceptional technical support, develops structured training programs, and supports the full lifecycle of mission-critical HVAC products. The successful candidate will combine leadership, advanced technical expertise, and a customer-focused approach to drive service excellence, knowledge sharing, and continuous improvement.

Responsibilities

• Lead and manage all internal and external technical support activities.

• Manage and develop a team of Technical Support Engineers.

• Provide advanced troubleshooting and diagnostics for complex HVAC systems, including refrigeration circuits, controls, and communications.

• Coordinate with design, R&D, field service, and project teams to resolve critical issues.

• Support commissioning, performance verification, and warranty investigations.

• Ensure all support requests are handled within KPIs and service standards.

• Develop tools, documentation, and guides to support self-diagnosis and commissioning.

• Create and maintain service documentation, technical bulletins, and troubleshooting guides.

• Develop and implement a technical training strategy for internal teams, service partners, and customers.

• Design and deliver training programs, including classroom, online, and factory-based workshops.

• Support digital learning initiatives in collaboration with internal teams.

• Deliver training and provide mentorship to field service engineers and apprentices.

• Provide feedback to product and QA/QC teams based on customer insights and field data.

• Prepare management reports using service trends and technical performance data.

• Support project teams with commissioning activities as required.

• Promote a culture of teamwork, accountability, and high-quality customer service.

Skills & Experience

• Proven experience in senior technical support, service, or training leadership.

• Strong technical knowledge of HVAC systems, controls, and refrigeration circuits.

• Demonstrated ability to lead, coach, and develop technical teams.

• Excellent troubleshooting, problem-solving, and analytical skills.

• Strong written and verbal communication.

• Experience developing technical documentation and training materials.

• Comfortable working cross-functionally with engineering, service, and project teams.

• Strong organisational skills with the ability to manage multiple priorities.

• Customer-focused mindset with commitment to service excellence.

• Experience with digital learning platforms is an advantage.