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
Requirements
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