Supervisor, Technical Support and SDC

kronesinc

23h•Onsite

About The Position

The Digital Service Center (DSC) 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 Supervisor drives accountability, resource coordination, and performance oversight across Technical Support. The role balances immediate operational demands with proactive identification of service opportunities, while supporting both ongoing service delivery and new machine commissioning activities.

Requirements

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
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.
Desired Experience working with support ticketing systems, service dashboards, and performance metrics (KPIs) such as response time and case duration

Responsibilities

Serve as the primary customer-facing technical support escalation point during high-impact events.
Coordinate technical support efforts for downtime incidents, ensuring timely resolution.
Facilitate structured communication during critical situations, including daily IOS operational calls.
Maintain clear, consistent updates with customers and internal stakeholders throughout escalations.
Coordinate resources across Technical Support, Spare Parts, Logistics, Service, and Dispatch teams to resolve urgent issues.
Align activities with LCS Customer Care Project Managers to ensure seamless customer support.
Assist in the coordination of emergency technician dispatches for down-machine situations as needed.
Partner with technical support and service line teams to ensure proper prioritization and resources.
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.
Drive accountability for prolonged cases, unresolved issues, and warranty claims by ensuring clear ownership and facilitating progress toward resolution.
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.