Technical Support Supervisor - Industrial Equipment

This is more than a helpdesk leadership role. You’ll lead a team responsible for diagnosing and resolving complex equipment issues remotely, managing critical escalations, improving support processes, and helping customers get back up and running without waiting for an on-site technician whenever possible. What You’ll Do Lead, coach, hire, and develop a team of remote service technicians. Manage daily workflow, ticket volume, staffing, and after-hours/on-call coverage. Serve as the primary escalation point for high-severity technical issues. Track KPIs including response time, resolution time, first-contact resolution, and customer satisfaction. Improve troubleshooting processes, procedures, and the team’s technical knowledge base. Partner with Field Service, Engineering, Sales, and Customer Support to solve complex equipment issues. Drive higher remote-resolution rates to reduce unnecessary field service dispatches. Help evaluate and implement new technologies including remote diagnostics, machine connectivity/IoT, and AI-assisted troubleshooting tools.

5+ years of technical support or helpdesk experience. 2+ years of supervisory or team-lead experience. Experience leading a remote support, technical helpdesk, or technical call center team supporting complex products. Strong troubleshooting, escalation management, and customer service skills. Experience with remote diagnostic tools and ticketing/CRM platforms. Strong communication and people-leadership skills. Experience with capital equipment, industrial machinery, or manufacturing environments is highly preferred., Work Schedule Standard (Mon-Fri) Environmental Conditions Able to lift 40 lbs. without assistance, Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Cleanroom…

• 2 months ago

Why BHS? This is an opportunity to build and improve a critical service function-not simply maintain one. You’ll have a direct impact on customer satisfaction, equipment uptime, team development, and the efficiency of our North American service organization. Salary: $110,000-$130,000 annually, based on experience Location: Charlotte, NC Travel: Approximately 10-15% with up to 25% as needed Benefits: Medical, dental, vision, 401(k) with company match, paid time off, holidays, and company-provided technology and tools. Ready to lead a technical support team where solving problems quickly makes a measurable difference? Apply today and join BHS Corrugated. BHS North America is an Equal Opportunity Employer. Powered by JazzHR

BHS Corrugated is looking for a Remote Service Supervisor to lead our North American remote technical support team from our Charlotte office.