Technical Support Supervisor – Industrial Equipment

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

Remote Service Supervisor

Charlotte, NC | $110,000-$130,000 | Up to 25% Travel

Lead the Team That Keeps Customers Running

BHS Corrugated is looking for a Remote Service Supervisor to lead our North American remote technical support team from our Charlotte office.

This is more than a helpdesk leadership role. You'll lead a team responsible for diagnosing and resolving complex equipment issues remotely, managing critical escalations, improving support processes, and helping customers get back up and running without waiting for an on-site technician whenever possible.

What You'll Do

• 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.

What We're Looking For

• 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.

Why BHS?

This is an opportunity to build and improve a critical service function-not simply maintain one. You’ll have a direct impact on customer satisfaction, equipment uptime, team development, and the efficiency of our North American service organization.

Salary: $110,000-$130,000 annually, based on experience

Location: Charlotte, NC

Travel: Approximately 10-15% with up to 25% as needed

Benefits: Medical, dental, vision, 401(k) with company match, paid time off, holidays, and company-provided technology and tools.

BHS North America is an Equal Opportunity Employer.