DSC Technical Support Supervisor

Job description

Krones designs, develops, manufactures, and installs both machines and complete packaging lines. We have become one of the leading system suppliers for breweries and beverage producers as well as for the food, chemical and cosmetics industries. Our 20,000 employees worldwide strive for innovation and detail and ensure that each customer receives the best quality in product and service. We are currently looking for candidates who want to make a difference and who wish to be part of our dynamic organization in the US. Krones Inc. is an equal opportunity employer. The Digital Service Center (DSC) Technical Support 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 Technical Support Supervisor drives accountability, resource coordination, and performance oversight across Technical Support and Service functions. The role balances immediate operational demands with proactive identification of service opportunities, while supporting both ongoing service delivery and new machine commissioning activities. ESSENTIAL DUTIES and RESPONSIBILITIES: Escalation Management & Incident Leadership Serve as the primary customer-facing escalation point during high-impact service events. Coordinate technical support efforts for downtime incidents to ensure timely resolution Lead structured communication during critical situations, including daily operational calls Provide clear and consistent updates to customers and internal stakeholders. Cross-Functional Coordination Coordinate resources across Technical Support, Spare Parts, Logistics, Service, and Dispatch teams to resolve urgent issues. Partner with LCS Customer Care Project Managers to ensure seamless customer support. Execute and coordinate emergency technician dispatches for down-machine situations as needed Ensure proper prioritization and resource deployment. Customer Engagement & Support Act as the primary liaison for customers during escalations, ensuring transparency and responsiveness. Support LCS Customer Care Project Managers as needed to maintain customer satisfaction and continuity. Build strong working relationships with internal and external stakeholders. 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 Take ownership of prolonged cases, unresolved issues, and warranty claims lacking clear ownership. Drive accountability and continuous improvement across support functions. 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. Must be able to commute to the Franklin, WI office as part of a hybrid work schedule. An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position . MINIMUM REQUIRED 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 PREFERRED 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 SKILLS: Professional Skills: Escalation management and incident response coordination Cross-functional operations coordination (technical support, service, logistics, parts, project teams) Technical troubleshooting of complex equipment and integrated systems Performance monitoring and KPI analysis (e.g., response time, case duration, resolution metrics) Proficiency with service management systems and tools (e.g., CRM, ticketing systems, dashboards) Resource planning and allocation across service and project priorities Remote support and diagnostic tools utilization Process improvement and operational efficiency identification Case management, documentation, and reporting accuracy Emergency service dispatch coordination and execution Soft Skills: Leadership and ability to influence without direct authority Strong decision-making in high-pressure, time-sensitive situations Excellent verbal and written communication, including leading calls and stakeholder updates Customer relationship management and conflict resolution Organizational and prioritization skills in fast-paced environments Adaptability and resilience amid changing priorities and urgent demands Attention to detail and accountability for follow-through Collaboration and stakeholder engagement across all levels Critical thinking and problem-solving mindset Professional composure during high-impact customer situations PHYSICAL / WORKING DEMANDS : Ability to remain in a stationary position (sitting or standing) for extended periods while working at a computer and monitoring systems Frequent use of computers, phones, and other office equipment requiring manual dexterity and visual focus Ability to communicate clearly and effectively via phone, video conferencing, and in person Occasional walking or moving throughout office, operations, or production environments to coordinate activities or support on-site needs Ability to travel occasionally, as needed, to customer sites or operational locations May be required to work in industrial or production environments, including exposure to varying noise levels, temperatures, and machinery, with appropriate personal protective equipment (PPE) Ability to respond to after-hours or on-call situations, including extended screen time or time spent coordinating activities during critical events Ability to lift up to 15–25 pounds occasionally (e.g., laptops, equipment, or materials) Visual ability to review detailed data on screens and documentation The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. Krones , Inc. offers an outstanding opportunity to be involved with and challenged by leading-edge technologies, further career opportunities to learn and develop skills, a flexible work schedule and a competitive salary and benefits program. Our Krones Benefits program includes a generous health/dental/vision package, and 401(k) program in addition to other benefits. Please submit your resume. Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) poster ; Know Your Rights Poster ; E-Verify Participation Poster English and Spanish