Supervisor, Technical Support, DSC

Responsibilities

• 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

• 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