DSC Technical Support Supervisor 1

Krones Inc

1d•Hybrid

About The Position

The Digital Service Center (DSC) Second Shift Supervisor coordinates Technical Support activities and ensures operational continuity during evening hours. As the primary after-hours escalation leader, this role supports customers and Krones employees by coordinating resources, addressing ownership gaps, and driving issue resolution when key stakeholders and support functions have limited availability. The supervisor manages critical escalations and helps ensure customer issues continue progressing toward resolution. The role monitors unassigned cases, unread customer emails, callback compliance, and warranty claims without ownership to maintain responsiveness and service continuity. Success requires strong operational knowledge, effective resource coordination, sound decision-making, and the ability to navigate internal processes and systems during second-shift operations. The position generally supports business needs between early afternoon and evening hours, participates in first-to-second-shift transition activities, and takes part in a rotating weekend on-call schedule. The role requires commuting to Krones' Franklin, Wisconsin office as part of a hybrid work schedule, with occasional travel to customer sites or operational locations as needed.

Requirements

At least 6 years of experience in Technical Support, Field Service, or production line operations.
At least 3 years of experience in a customer-facing service environment managing escalations and urgent issues.
At least 2 years of experience coordinating cross-functional teams and resources, such as technical support, service, logistics, parts, or project teams.
Strong background troubleshooting complex equipment or integrated systems, onsite or through remote support tools.
Ability to prioritize multiple high-impact issues simultaneously and perform effectively in a fast-paced environment.
Excellent communication and leadership skills, including the ability to lead escalation calls and interact directly with customers.
Strong organizational and documentation discipline, including case tracking and reporting.
Ability to work flexible hours, including participation in an on-call rotation for critical escalations.
Ability to commute to the Franklin, Wisconsin office as part of a hybrid work schedule.
Ability to remain stationary for extended periods while working at a computer and monitoring systems.
Frequent use of computers, phones, and other office equipment requiring manual dexterity and visual focus.
Ability to communicate clearly and effectively by phone, video conference, and in person.
Ability to walk or move occasionally through office, operations, or production environments.
Ability to work in industrial or production environments that may involve varying noise levels, temperatures, and machinery, using appropriate personal protective equipment.
Ability to respond to after-hours or on-call situations, including extended screen time or time coordinating critical events.
Ability to occasionally lift up to 15–25 pounds.
Visual ability to review detailed screen data and documentation.

Nice To Haves

Associate degree or Bachelor of Applied Science in Engineering, Business, or a related field, or an equivalent combination of education and industry experience (preferred).
Experience with support ticketing systems, service dashboards, and performance metrics such as response time and case duration.

Responsibilities

Serve as the after-hours escalation coordinator for customers during second-shift operations.
Coordinate technical support efforts for downtime incidents to ensure timely resolution.
Facilitate communication and maintain visibility of ongoing escalations.
Document and communicate critical issues appropriately to support continuity between shifts.
Lead structured communication during critical situations, including daily afternoon operational calls.
Maintain operational continuity when key stakeholders and support functions have limited availability.
Coordinate activities among Technical Support, Service, Spare Parts, Logistics, and other support organizations.
Navigate internal processes involving spare parts, international shipments, logistics, technician dispatches, and escalation routing.
Develop temporary solutions and workarounds for customers and technicians when immediate support resources are unavailable.
Document and communicate actions taken during second-shift operations.
Support customer satisfaction through responsiveness, professionalism, and effective coordination.
Monitor second-shift Technical Support activities and performance measures, including response time, callback compliance, documentation quality, and daily cases without ownership.
Identify trends affecting service responsiveness, customer experience, or operational efficiency and communicate findings to management.
Provide visibility into second-shift operational performance, escalation trends, and recurring support challenges.
Provide leadership coverage for second-shift Technical Support operations.
Participate in first-to-second-shift transition activities to hand off customer escalations, technician support needs, and operational priorities.
Participate in a rotating weekend on-call schedule and respond to after-hours escalations as required.
Travel occasionally to customer sites or operational locations as needed.