Remote Service Team Lead - Technical Support

bhs; Charlotte (NC); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Paid time off

Holidays

Company-provided technology and tools

Job summary

BHS Corrugated seeks a Remote Service Supervisor to lead our North American remote technical support team from Charlotte, NC. You’ll diagnose and resolve complex equipment issues remotely, manage escalations, and drive remote-resolution rates to reduce field dispatches.

Requirements include 5+ years in technical support and 2+ years in supervision, plus experience with remote diagnostics and CRM platforms. Travel up to 25% may be required.

Qualifications

• 5+ years of technical support experience.
• 2+ years of supervisory or team-lead experience.
• Experience leading a remote support or technical call center team.
• 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, and customer satisfaction.
• Improve troubleshooting processes and knowledge base.
• Partner with Field Service, Engineering, Sales, and Customer Support to solve complex equipment issues.
• Drive higher remote-resolution rates to reduce field dispatches.
• Evaluate and implement new technologies including remote diagnostics and AI-assisted tools.

Skills

Team leadership

Troubleshooting

Customer service

Remote support

Tools

CRM platforms

Ticketing systems

Remote diagnostics tools

Job description

BHS Corrugated seeks a Remote Service Supervisor to lead our North American remote technical support team from Charlotte, NC. You’ll diagnose and resolve complex equipment issues remotely, manage escalations, and drive remote-resolution rates to reduce field dispatches.

Requirements include 5+ years in technical support and 2+ years in supervision, plus experience with remote diagnostics and CRM platforms. Travel up to 25% may be required.