DSC Technical Support Supervisor - Hybrid & On-Call

kronesinc; Wisconsin; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

Flexible schedule

401(k) plan

Job summary

Krones Inc. in Wisconsin seeks a DSC Technical Support Supervisor to lead escalation response, coordinate cross-functional teams, and oversee service delivery. You will manage high-impact events, drive accountability, and improve performance across Technical Support and Service functions.

The role requires strong communication and leadership, with on-call rotations and hybrid work to be based at the Franklin, WI office. An engineering/business background and related experience are essential.

Qualifications

• 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.
• Experience with support ticketing systems, service dashboards, and KPIs like response time and case duration.
• Excellent communication and leadership skills; ability to lead escalation calls and communicate with customers.

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 KPIs: 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 elevate opportunities for equipment overhauls, retrofits, embedded technician programs, and OEE improvements.
• Provide leads to LCS CCMs for long-term service improvements.
• Participate in a rotating weekend on-call schedule to ensure coverage; respond to after-hours escalations; hybrid schedule to Franklin, WI.

Skills

Escalation management

Incident response coordination

Cross-functional coordination

Technical troubleshooting

KPI analysis

Leadership

Communication

Organizational skills

Remote support

Documentation

Education

Associate Degree or Bachelor of Applied Science

Tools

CRM

Ticketing systems

Dashboards

Job description

Krones Inc. in Wisconsin seeks a DSC Technical Support Supervisor to lead escalation response, coordinate cross-functional teams, and oversee service delivery. You will manage high-impact events, drive accountability, and improve performance across Technical Support and Service functions.

The role requires strong communication and leadership, with on-call rotations and hybrid work to be based at the Franklin, WI office. An engineering/business background and related experience are essential.