Remote Service SupervisorCharlotte, NC | $110,000-$130,000 | Up to 25% TravelLead the Team That Keeps Customers RunningBHS 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. 
