Supervisor, Technical Support and SDC

Krones Inc

JOB DESCRIPTION:

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.

QUALIFICATIONS:

Escalation Management & Incident Leadership

• Serve as the primary customer-facing technical support escalation point during high-impact events.
• Coordinate technical support efforts for downtime incidents, ensuring timely resolution.
• Facilitate structured communication during critical situations, including daily IOS operational calls.
• Maintain clear, consistent updates with customers and internal stakeholders throughout escalations.

Cross-Functional Coordination

• Coordinate resources across Technical Support, Spare Parts, Logistics, Service, and Dispatch teams to resolve urgent issues.
• Align activities with LCS Customer Care Project Managers to ensure seamless customer support.
• Assist in the coordination of emergency technician dispatches for down-machine situations as needed.
• Partner with technical support and service line teams to ensure proper prioritization and resources

Remote Commissioning Coordination

• Coordinate Remote Commissioning (RCC) resource allocation in collaboration with New Machine Project Managers.
• Balance commissioning priorities with ongoing service demands.
• Ensure appropriate technical expertise is aligned with project timelines and operational needs.

Performance Monitoring & Quality Oversight

• Monitor Technical Support performance using key metrics, including:
• Case duration
• First response time
• Callback compliance
• Documentation quality
• Drive accountability for prolonged cases, unresolved issues, and warranty claims by ensuring clear ownership and facilitating progress toward resolution.

Operational Issue Management & Opportunity Identification * Maintain focus on immediate-impact service issues and unplanned DCO4 activities. * Identify and escalate opportunities for:

• Equipment overhauls
• Retrofits
• Embedded technician programs
• OEE (Overall Equipment Effectiveness) improvements
• Provide leads and insights to LCS Customer Care Project Managers for long-term service improvements.

Coverage & Availability

• Participate in a rotating weekend on-call schedule to ensure continuous support coverage.
• Respond to after-hours escalations as required to maintain service continuity.

Minimum Qualifications: Education: Associate Degree or Bachelor of Applied Science (Engineering, Business, or related field) preferred, or equivalent combination of education and industry experience. Experience and/or Training:

• 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

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.