Technical Support Manager

Role Overview

• 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

• 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

• 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