Remote Service Lead — Industrial Equipment Support

BHS Corrugated & Robotics; Charlotte (NC); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with company match

Paid time off

Holidays

Company-provided technology and tools

Job summary

BHS Corrugated & Robotics is seeking a Remote Service Supervisor to lead the North American remote technical support team from the Charlotte, NC office. You’ll guide a skilled group handling complex equipment issues remotely, avoiding unnecessary field visits.

You’ll drive KPI tracking, bolster knowledge, and collaborate across departments to improve service delivery and uptime for customers.

Qualifications

• 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.
• 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.

Skills

Remote service leadership

Team supervision

Troubleshooting

Customer service

Communication

Tools

CRM platforms

Remote diagnostic tools

Ticketing systems

Job description

BHS Corrugated & Robotics is seeking a Remote Service Supervisor to lead the North American remote technical support team from the Charlotte, NC office. You’ll guide a skilled group handling complex equipment issues remotely, avoiding unnecessary field visits.

You’ll drive KPI tracking, bolster knowledge, and collaborate across departments to improve service delivery and uptime for customers.