Technical Support Supervisor - Industrial Equipment

Job Description

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.

Ready to lead a technical support team where solving problems quickly makes a measurable difference? Apply today and join BHS Corrugated.

BHS North America is an Equal Opportunity Employer.

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