Technical Support Supervisor – Industrial Equipment

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.

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  Lead, coach, hire, and develop a team of remote service technicians.

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  Manage daily workflow, ticket volume, staffing, and after-hours/on-call coverage.

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  Serve as the primary escalation point for high-severity technical issues.

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  Track KPIs including response time, resolution time, first-contact resolution, and customer satisfaction.

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  Improve troubleshooting processes, procedures, and the team's technical knowledge base.

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  Partner with Field Service, Engineering, Sales, and Customer Support to solve complex equipment issues.

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  Drive higher remote-resolution rates to reduce unnecessary field service dispatches.

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  Help evaluate and implement new technologies including remote diagnostics, machine connectivity/IoT, and AI-assisted troubleshooting tools.

This is an opportunity to build and improve a critical service function—not simply maintain one. You’ll have a direct impact on customer satisfaction, equipment uptime, team development, and the efficiency of our North American service organization.