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Technical Support Manager
KHS GroupTechnical Support Manager balancing hands-on technical support with customer interaction for KHS machinery. Acting as the escalation point for complex technical issues and driving service quality improvements.
About the role
Key responsibilities & impact- Serve as the primary escalation point for complex technical issues involving KHS machinery.
- Manage inbound customer and technician calls and emails related to machine faults, performance issues, parts clarification, service scheduling, and urgent downtime events.
- Coordinate issue resolution by routing to the appropriate internal teams, regional service managers, or engineering resources as required.
- Act as a liaison between U.S.-based technicians/customers and KHS GmbH technical support and engineering teams.
- Provide next-business-day follow-up and resolution support for after-hours issues handled by the German Helpdesk or KHS USA Hotline.
- Oversee case documentation, ticketing, and follow-up using TopDesk, MS Teams, and SharePoint.
- Ensure accurate documentation of customer issues, service actions, serial numbers, dimensions, purchase orders, and machine-specific details.
- Continue development and maintenance of the KHS serial number folders and technical documentation databases, including SAP databases.
- Develop and implement systems and best practices to improve efficiency, first-call resolution, and overall customer satisfaction.
- Navigate and support PLC and automation platforms, including: Allen-Bradley ControlLogix PNOZmulti Configurator Rexroth Indramat servo systems.
- Continue expanding technical knowledge across the broader KHS portfolio, including fillers, blow molders, and process equipment.
- Identify opportunities to sell aftermarket products, upgrades, and conversions based on installed base analysis and customer needs.
- Take a proactive sales-support approach by promoting Regional Service Managers (RSMs) and conversions during non-urgent support periods.
- Support the Conversions Project Managers with technical input for complex conversion quotations and feasibility assessments.
Requirements
What you’ll need- Associate degree in electronics, industrial technology, or a related technical discipline; or professional certificate in industrial trades.
- Minimum of 3 years of experience in maintenance or service of packaging or processing equipment within food, beverage, chemical, or industrial environments; or an equivalent combination of education and experience.
- Strong understanding of industrial automation and packaging machinery.
- Experience with: SAP, Microsoft Teams and SharePoint
- Ability to remotely diagnose and support machine control systems.
Benefits
Comp & perks- Medical, Dental, Vision insurance offered at 30 days of employment
- Generous Educational Reimbursement program
- Company sponsored Life and Disability Insurance
- Paid Time Off
- Ten (10) Paid Holidays per year
- 401K with Company Match
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
PLCautomation platformsAllen-Bradley ControlLogixPNOZmulti ConfiguratorRexroth Indramat servo systemsmachine control systemstechnical documentationcase documentationfirst-call resolutionaftermarket products
Soft Skills
customer satisfactionissue resolutionliaisonproactive sales-supportcommunication
Certifications
Associate degree in electronicsprofessional certificate in industrial trades