Senior Technical Support & Training Manager
Job Description
Job Description Job Description Kinetico is looking for a Senior Technical Support & Training Manager to join our commercial service team. The Senior Technical Support & Training Manager oversees the harmonization and optimization of technical support, remote internet of things (IoT) monitoring, and knowledge-sharing initiatives globally. Designs and implements scalable, innovative solutions and training programs, enabling dealers and technicians to deliver exceptional customer experiences. This role requires a strategic mindset and expertise in cutting-edge digital tools to streamline processes and maintain Kinetico’s leadership in water care services. Key Responsibilities:
Lead and develop a team of regional support and training specialists to drive excellence and innovation. Align regional teams to a single unified global vision while addressing local market nuances. Standardize technical and remote support protocols and processes to ensure consistent service quality, utilizing IoT technology to anticipate system issues, reduce downtime, and improve reliability for customers. Define and monitor service level agreements and performance metrics to drive outcomes and customer satisfaction. Lead the creation and management of an internal Knowledge Management System for documenting and sharing technical resources. Promote global culture of knowledge sharing. Lead the design of a global training and service academy for dealers and Kinetico technicians. Optimize technology. Implement digital solutions integrating IoT data, remote support, and knowledge management for a seamless user experience. Leverage AI tools.
This list of responsibilities is not exhaustive. Other duties may be required to be undertaken which fall within the scope and general level of responsibility attached to the role.
What you will need to succeed:
Education & Qualifications:
Bachelor’s degree (or equivalent experience) in engineering, computer science, or a related field required. Advanced degrees are a plus 7+ years of technical support, knowledge management, or similar roles, including management experience. Manufacturing or IoT sector experience is preferred. Expertise in IoT systems, remote support solutions, and digital learning technologies. Leadership, project management, and cross-cultural communication skills. Proven ability to drive global initiatives and enhance processes for scalability and efficiency.
Competencies:
Remote resolution rate Issue to resolution rate Training certification rate Customer satisfaction Customer Effort Scores (CES)
Compensation:
Salaried exempt, compensation commensurate with experience Bonus Eligible
Travel:
Approximately 20% Domestic and International Travel
Location:
Kinetico Corporate Headquarters, Newbury, OH Suwanee, GA
Why Join Kinetico:
Medical, Dental, Vision and Prescription Drug Insurance Coverage Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits 401(k) Contribution Matching Program Employer Funded Defined Contribution Plan Paid Vacation, Holidays and Community Service Volunteer Time-off Benefit Wellness Program Educational Assistance Reimbursement Program
Our Commitment and Difference:
Founded in 1970, Kinetico was started by two engineers who pioneered the development of non-electric, fully automatic water treatment systems. Evolving from the Tangent Company, a small consulting design firm, Kinetico soon became a global organization of independent dealers, international distributors representing nearly 100 countries. Through the dedication of its founders, employees and distribution network, Kinetico has experienced tremendous success. The company has grown from a two-man, creative undertaking into a strong and dynamic organization. Innovative technology and a strong commitment to customer satisfaction have distinguished the company and positioned Kinetico as a leader in today’s ever-changing water treatment industry manufacturing water softeners, along with a wide range of systems that improve water quality for general use, as well as those that provide high-quality drinking water for consumption. Kinetico products are Third Party certified to confirm quality and performance and complimented by the most comprehensive warranties in the industry. Kinetico is part of the Axel Johnson Group of companies, a global organization and fifth generation company that continues to be successful in developing leading businesses. Kinetico Incorporated is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. E-Verify: We verify the identity and employment authorization of individuals hired for employment in the United States.