Technical Support Supervisor – Industrial Equipment

BHS Corrugated & Robotics•Charlotte, NC

13d•$110,000 - $130,000•Hybrid

About The Position

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. 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.

Requirements

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.

Nice To Haves

Experience with capital equipment, industrial machinery, or manufacturing environments is highly preferred.

Responsibilities

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.