DSC Technical Support Supervisor

Krones designs, develops, manufactures, and installs machines and complete packaging lines. With 20,000 employees worldwide, Krones is a leading system supplier for breweries, beverage producers, and the food, chemical and cosmetics industries.

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 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.

• 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.

• 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.
• 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.
• 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.

• 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.

• 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.

• 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.

• 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…