Remote Service Leader: Tech Support & Diagnostics

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid time off

Holidays

Company-provided technology and tools

Job summary

BHS Corrugated North America seeks a Remote Service Supervisor to lead our North American remote technical support team from the Charlotte, NC office. You will guide engineers, oversee ticket flow, and shepherd complex equipment issues to resolution without unnecessary site dispatches.

This leadership role emphasizes improving processes, KPIs, and customer satisfaction, while coordinating with Field Service, Engineering, Sales, and Support teams to keep customers running.

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.

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 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

Team leadership

Customer service

Troubleshooting

Remote diagnostics

CRM platforms

Communication

Escalation management

Industrial knowledge

Tools

CRM platforms

Remote diagnostic tools

IoT connectivity

Job description

BHS Corrugated North America seeks a Remote Service Supervisor to lead our North American remote technical support team from the Charlotte, NC office. You will guide engineers, oversee ticket flow, and shepherd complex equipment issues to resolution without unnecessary site dispatches.

This leadership role emphasizes improving processes, KPIs, and customer satisfaction, while coordinating with Field Service, Engineering, Sales, and Support teams to keep customers running.