Training & Engineering Support Team Lead

General Summary

The Training & Engineering Support Team Lead at Gibson Engineering plays a critical role in supporting customers and internal teams by managing dedicated technical support channels and overseeing training programs, schedules, and certifications. This position is responsible for resolving post-sales technical challenges as new and existing solutions are transitioned to customer ownership, ensuring successful implementation and long-term satisfaction. The role regularly involves delivering technical presentations, solution overviews, and formal training sessions for customers and sales teams.

Essential Job Functions

• Monitor and manage a dedicated technical support email inbox and phone line, providing timely assistance to customers, internal staff, and sales engineers across all supported product lines.
• Maintain up-to-date technical knowledge of the company’s product portfolio, including PLCs, HMIs, robots, and vision systems, to effectively support customer and internal needs.
• Maintain active technical support relationships with key vendors, coordinating directly with manufacturer support teams when advanced assistance is required.
• Plan, schedule, and organize technical training classes throughout the year, including the creation of marketing materials for sales teams and the company website to promote and enroll participants.
• Coordinate training programs with vendors to ensure classroom certifications and instructional standards are maintained.
• Communicate regularly with management, sales teams, and customers regarding the status, expectations, and progress of ongoing support and training initiatives.
• Provide customer education and technical instruction in one-on-one, small group, and classroom settings, serving as a subject-matter expert for supported technologies.
• Develop, standardize, and publish technical articles to a customer-facing knowledge base, with a focus on improving support efficiency and enabling customer self-service.

Other Duties And Responsibilities

• Support turnkey engineering projects pre and post sales including concept development, programming, testing, debugging, or commissioning value-added jobs when necessary.
• Provide general technical support and guidance to sales engineers, customers, and other internal co-workers when requested.
• Monitor and participate in tech support email and hotline requests as required.

Competencies

• Comfort with public speaking and presentations
• Strong sense of teamwork and willingness to help others
• Excellent verbal and written communications skills
• Ability to breakdown and organize complex projects
• Ability to multi-task and prioritize
• Hands on mechanical aptitude
• Ability to utilize common test tools such as multi-meters and oscilloscopes for test and debug
• Positive attitude
• Receptive to direction

Preparation, Knowledge, Skills & Abilities

• Bachelor’s degree or higher in an engineering discipline or 3-5 years in a technical or engineering support role.
• Strong computer skills (email, word processing, spreadsheets).
• Familiarity with industrial control systems, including but not limited to PLC, HMI, Machine Vision, and motion control products, is a plus.
• Working knowledge of 2D & 3D CAD systems and the ability to read electrical schematics and understand mechanical drawings, is a plus.

Work Environment/Physical Demands

• Normal office environment.
• Must be able to sit at a desk for extended periods and occasionally walk in an office environment.
• Must be able to lift 30 pounds to support administrative tasks in the office.
• Work will require travel to customer locations throughout the northeast.
• Work may involve periodic travel to vendors throughout the US for specialized training and regular regional travel to support customers and engineered solutions.
• Some evening and weekend work may be required to meet deadlines.