DSC Technical Support Supervisor 1

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) Second Shift Supervisor is responsible for coordinating Technical Support activities and ensuring operational continuity during evening hours. This role serves as the primary after-hours escalation leader, supporting customers and Krones employees by coordinating resources, addressing ownership gaps, and driving issue resolution when key stakeholders and support functions have limited availability.

The supervisor supports Technical Support operations by managing critical escalations and ensuring customer issues continue progressing toward resolution. The role monitors unassigned cases, unread customer emails, callback compliance, and warranty claims without ownership to help maintain responsiveness and service continuity.

Success in this position requires strong operational knowledge, effective resource coordination, sound decision-making, and the ability to navigate internal processes and systems during second-shift operations. This position emphasizes responsiveness, accountability, and service continuity while ensuring urgent customer and Krones employee technical needs receive timely attention and appropriate escalation.

Essential Duties & Responsibilities

Escalation Management & Incident Leadership

• Serve as the after-hours escalation coordinator for customers during second-shift operations.
• Coordinate technical support efforts for downtime incidents to ensure timely resolution
• Facilitate communication and maintain visibility of ongoing escalations.
• Support continuity between shifts by ensuring critical issues are documented and communicated appropriately.
• Lead structured communication during critical situations, including daily afternoon operational calls

Operational Continuity & Process Coordination

• Maintain operational continuity during second-shift hours when key stakeholders and support functions may have limited availability.
• Coordinate activities between Technical Support, Service, Spare Parts, Logistics, and other support organizations to keep customer issues moving forward.
• Navigate internal processes involving spare parts, international shipments, logistics, technician dispatches, and escalation routing..
• Develop temporary solutions and workarounds to support customers and technicians when immediate support resources are unavailable.
• Ensure appropriate documentation and communication of actions taken during second-shift operations.
• Support customer satisfaction through responsiveness, professionalism, and effective coordination.

Performance Monitoring & Quality Oversight

• Monitor second-shift Technical Support activities and key performance metrics, including:

•

• Response time
• Callback compliance
• Documentation quality
• Daily cases without ownership
• Identify trends impacting service responsiveness, customer experience, or operational efficiency and communicate findings to management.
• Provide visibility into second-shift operational performance, escalation trends, and recurring support challenges.

Coverage & Availability

• Provide leadership coverage for second-shift Technical Support operations, generally supporting business needs between early afternoon and evening hours.
• Participate in first-to-second shift transition activities to ensure effective handoff of customer escalations, technician support needs, and operational priorities
• 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.

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

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.

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