Support Lead Jobs in Massachusetts

INTRODUCTION

Gibson Engineering, Inc. is a leading solutions provider for world-class industrial automation products. Headquartered near Boston, Massachusetts, we provide automation products and solutions that help our customers become more efficient. We aim to become an extension of our customers' engineering groups by offering the highest level of engineering support resources and a skills-based training curriculum.

Over the years, Gibson Engineering has not only adapted to change, but we have also helped define change by embracing the latest automation technology and applying creative solutions that meet and exceed our clients’ expectations. While our successful track record speaks for itself, we know the importance of always looking ahead to grow our talent pool, expand our resources, and stay updated on the latest industry developments and best practices. Join our diverse and accomplished team!

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. Support responsibilities include researching how customers are deploying products, clearly defining technical issues that may be limiting progress, and developing timely, effective paths forward. Typical inquiries range from product wiring and programming questions to diagnosing alarms and troubleshooting equipment failures. The ideal candidate is comfortable thinking on their feet, taking initiative, and diving into complex technical challenges with confidence.

Training responsibilities include scheduling and coordinating classes, maintaining training materials and lab equipment, and ensuring all certified courses meet vendor requirements. The position requires conducting in-person training on key vendor technologies, as well as coordinating with a broader team of application engineers to ensure each class is properly staffed and executed.

This role requires the ability to manage multiple active support cases and training schedules simultaneously, along with consistent, clear, and professional communication with peers, management, sales teams, and customers.

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.
• Other duties as assigned.

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.

WORKING CONDITIONS/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.

Applied Industrial Technologies is built on a philosophy that puts people first. We are an equal opportunity employer, and we are committed to a workforce in which we enforce fair treatment and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.