Technical Support Supervisor – Industrial Equipment

Charlotte NC $110000$130000 Up to 25% Travel

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

This is more than a helpdesk leadership role. Youll 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.

• 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 teams 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.

This is an opportunity to build and improve a critical service functionnot simply maintain one. Youll have a direct impact on customer satisfaction equipment uptime team development and the efficiency of our North American service organization.

Salary: $110000$130000 annually based on experience
Location: Charlotte NC
Travel: Approximately 1015% 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.