Supervisor, Technical Support, DSC

Jobtailor; Wisconsin; On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor is seeking a DSC Supervisor in Wisconsin to lead the coordination of technical support activities with emphasis on managing critical escalations, downtime events, and urgent service needs.

The role requires strong cross-functional leadership, excellent communication, and hands-on troubleshooting of complex equipment, with on-call rotation participation and a focus on ensuring rapid, structured responses for high-impact issues.

Qualifications

• Minimum 6 years of experience in Technical Support, Field Service, or production line operations.
• Minimum 3 years in a customer-facing service environment managing escalations and urgent issues.
• Minimum 2 years 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.
• Desired Experience working with support ticketing systems, service dashboards, and performance metrics (KPIs) such as response time and case duration.
• Demonstrated ability to prioritize multiple high-impact issues simultaneously and perform effectively in a fast-paced environment.
• Excellent communication and leadership skills, with the ability to lead escalation calls and interact directly with customers.
• Strong organizational and documentation discipline, including case tracking and reporting.
• Ability to work flexible hours, including participation in an on-call rotation to support critical escalations.

Responsibilities

• Coordinate technical support activities with emphasis on escalations and downtime events.
• Ensure rapid, structured response and clear communication with customers and stakeholders.
• Act as primary escalation point across Technical Support with accountability and resource coordination.
• Balance immediate operations with proactive identification of service opportunities and new machine commissioning support.

Skills

Escalation management

Cross-functional coordination

Customer-facing service

Technical troubleshooting

Communication skills

Leadership

Documentation

Tools

Ticketing systems

Service dashboards

KPIs tracking

Job description

Responsibilities

• The Digital Service Center (DSC) Supervisor leads the coordination of technical support activities with a strong emphasis on managing critical escalations, downtime events, and urgent service needs
• This role ensures rapid, structured response to high-impact operational issues by aligning cross-functional teams and maintaining clear communication with customers and internal stakeholders
• Serving as the primary escalation point, the DSC Supervisor drives accountability, resource coordination, and performance oversight across Technical Support
• The role balances immediate operational demands with proactive identification of service opportunities, while supporting both ongoing service delivery and new machine commissioning activities

Requirements

• 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
• Desired Experience working with support ticketing systems, service dashboards, and performance metrics (KPIs) such as response time and case duration
• Demonstrated ability to prioritize multiple high-impact issues simultaneously and perform effectively in a fast-paced environment
• Excellent communication and leadership skills, with the ability to lead escalation calls and interact directly with customers
• Strong organizational and documentation discipline, including case tracking and reporting
• Ability to work flexible hours, including participation in an on-call rotation to support critical escalations