Technical Support Supervisor – Industrial Equipment

About the role

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.

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.

Requirements

• 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.

Pay

$110,000–$130,000 annually, based on experience

Schedule

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 and holidays
• Company-provided technology and tools