DSC Technical Support Supervisor

kronesinc

13d•Hybrid

About The Position

The Digital Service Center (DSC) Technical Support Supervisor leads the coordination of technical support activities with a strong emphasis on managing critical escalations, downtime events, and urgent service needs. This role ensures rapid, structured response to high-impact operational issues by aligning cross-functional teams and maintaining clear communication with customers and internal stakeholders. Serving as the primary escalation point, the DSC Technical Support Supervisor drives accountability, resource coordination, and performance oversight across Technical Support and Service functions. The role balances immediate operational demands with proactive identification of service opportunities, while supporting both ongoing service delivery and new machine commissioning activities.

Requirements

Associate Degree or Bachelor of Applied Science (Engineering, Business, or related field) preferred, or equivalent combination of education and industry experience.
Minimum 6 years of experience in Technical Support, Field Service, or production line operations
Minimum 3 years of experience in a customer-facing service environment managing escalations and urgent issues
Minimum 2 years of prior experience coordinating cross-functional teams and resources (technical support, service, logistics, parts, project teams)
Strong background in troubleshooting complex equipment or integrated systems, either onsite or through remote support tools
Desired Experience working with support ticketing systems, service dashboards, and performance metrics (KPIs) such as response time and case duration
Demonstrated ability to prioritize multiple high-impact issues simultaneously and perform effectively in a fast-paced environment
Excellent communication and leadership skills, with 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 to support critical escalations

Nice To Haves

Associate Degree or Bachelor of Applied Science (Engineering, Business, or related field) preferred, or equivalent combination of education and industry experience.
Minimum 6 years of experience in Technical Support, Field Service, or production line operations
Minimum 3 years of experience in a customer-facing service environment managing escalations and urgent issues
Minimum 2 years of prior experience coordinating cross-functional teams and resources (technical support, service, logistics, parts, project teams)
Strong background in troubleshooting complex equipment or integrated systems, either onsite or through remote support tools
Desired Experience working with support ticketing systems, service dashboards, and performance metrics (KPIs) such as response time and case duration
Demonstrated ability to prioritize multiple high-impact issues simultaneously and perform effectively in a fast-paced environment
Excellent communication and leadership skills, with 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 to support critical escalations

Responsibilities

Serve as the primary customer-facing escalation point during high-impact service events.
Coordinate technical support efforts for downtime incidents to ensure timely resolution
Lead structured communication during critical situations, including daily operational calls
Provide clear and consistent updates to customers and internal stakeholders.
Coordinate resources across Technical Support, Spare Parts, Logistics, Service, and Dispatch teams to resolve urgent issues.
Partner with LCS Customer Care Project Managers to ensure seamless customer support.
Execute and coordinate emergency technician dispatches for down-machine situations as needed
Ensure proper prioritization and resource deployment.
Act as the primary liaison for customers during escalations, ensuring transparency and responsiveness.
Support LCS Customer Care Project Managers as needed to maintain customer satisfaction and continuity.
Build strong working relationships with internal and external stakeholders.
Coordinate Remote Commissioning (RCC) resource allocation in collaboration with New Machine Project Managers.
Balance commissioning priorities with ongoing service demands.
Ensure appropriate technical expertise is aligned with project timelines and operational needs.
Monitor Technical Support performance using key metrics, including: Case duration, First response time, Callback compliance, Documentation quality
Take ownership of prolonged cases, unresolved issues, and warranty claims lacking clear ownership.
Drive accountability and continuous improvement across support functions.
Maintain focus on immediate-impact service issues and unplanned DCO4 activities.
Identify and escalate opportunities for: Equipment overhauls, Retrofits, Embedded technician programs, OEE (Overall Equipment Effectiveness) improvements
Provide leads and insights to LCS Customer Care Project Managers for long-term service improvements.
Participate in a rotating weekend on-call schedule to ensure continuous support coverage.
Respond to after-hours escalations as required to maintain service continuity.
Must be able to commute to the Franklin, WI office as part of a hybrid work schedule.