Technical Support Manager

KHS USA INC•Waukesha, WI

About The Position

The Technical Support Manager balances hands-on technical support, customer interaction, and functional leadership, making this an ideal growth role for an experienced field service technician seeking a deeper, centralized technical path. This role serves as the escalation point for complex technical issues, supports customers and technicians across the U.S., and drives continuous improvement in service quality, response time, documentation, and aftermarket revenue.

Requirements

Associate degree in electronics, industrial technology, or a related technical discipline; or professional certificate in industrial trades.
Minimum of 3 years of experience in maintenance or service of packaging or processing equipment within food, beverage, chemical, or industrial environments; or an equivalent combination of education and experience.
Strong understanding of industrial automation and packaging machinery.
Experience with: SAP, Microsoft Teams and SharePoint
Ability to remotely diagnose and support machine control systems.

Responsibilities

Serve as the primary escalation point for complex technical issues involving KHS machinery.
Manage inbound customer and technician calls and emails related to machine faults, performance issues, parts clarification, service scheduling, and urgent downtime events.
Coordinate issue resolution by routing to the appropriate internal teams, regional service managers, or engineering resources as required.
Act as a liaison between U.S.-based technicians/customers and KHS GmbH technical support and engineering teams.
Provide next-business-day follow-up and resolution support for after-hours issues handled by the German Helpdesk or KHS USA Hotline.
Oversee case documentation, ticketing, and follow-up using TopDesk, MS Teams, and SharePoint.
Ensure accurate documentation of customer issues, service actions, serial numbers, dimensions, purchase orders, and machine-specific details.
Continue development and maintenance of the KHS serial number folders and technical documentation databases, including SAP databases.
Develop and implement systems and best practices to improve efficiency, first-call resolution, and overall customer satisfaction.
Navigate and support PLC and automation platforms, including: Allen-Bradley ControlLogix, PNOZmulti Configurator, Rexroth Indramat servo systems.
Continue expanding technical knowledge across the broader KHS portfolio, including fillers, blow molders, and process equipment.
Identify opportunities to sell aftermarket products, upgrades, and conversions based on installed base analysis and customer needs.
Take a proactive sales-support approach by promoting Regional Service Managers (RSMs) and conversions during non-urgent support periods.
Support the Conversions Project Managers with technical input for complex conversion quotations and feasibility assessments.