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.