Technical Support Supervisor

Résumé du poste

The Technical Support Supervisor is responsible for the daily supervision and coordination of technical support operations to ensure high-quality customer service. This role involves managing case triage, supporting technical service systems, and ensuring consistent execution of troubleshooting workflows across various internal and external teams.

Détails du poste

Imagine working at the forefront of innovation in fluid-flow technology, with over 1400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet. As a member of our team, you'll dive into an environment that encourages learning and boundary-pushing every day. You'll be part of an agile and dynamic workplace where today's solutions are built for tomorrow's challenges. Technical Support Supervisor reports to the Global Service Excellence Leader and is responsible for the day-to-day supervision, coordination, and execution of technical support operations to support Armstrong Fluid Technology’s commitment to delivering a high-quality customer experience. This is a hands-on, technically focused role, responsible for supervising technical support teams, managing case triage and escalation, supporting technical service systems, and ensuring consistent execution of troubleshooting workflows and best practices. The successful candidate will be technically strong, highly organized, and an effective communicator, with the ability to collaborate across manufacturing, product management, engineering, sales, field service teams, and external service partners. Key Accountabilities Supervise Technical Support operations, ensuring timely, accurate, and consistent resolution of technical inquiries and service issues Coordinate and support Level 1 / Level 2 Technical Support teams, including case assignment, prioritization, escalation, and workload balancing Ensure technical support teams follow defined troubleshooting workflows, standard operating procedures, and knowledge-base guidelines Monitor and report on technical support KPIs such as response time, backlog, first-contact resolution, escalation rate, and customer satisfaction; escalate risks as required Support the daily use of technical service systems including CRM, ERP, Asset Management tools, case management platforms, and reporting dashboards Provide technical input and service readiness support for new products, product changes, and new service offerings Support installed base and asset data accuracy by ensuring correct technical data capture during case handling and coordination with field teams and partners Collaborate with Product Management, Engineering, Operations, and IT to maintain accurate product, documentation, and lifecycle data Assist Service Marketing with execution and technical support of Lifecycle Management, retrofit, and performance-based service offerings Supervise and coordinate technical triage activities for field service requests, startups, commissioning, and complex troubleshooting cases Assist with warranty triage, root cause documentation, and failure analysis, escalating complex or high-risk cases to management as needed Support legal, compliance, and quality teams by providing technical documentation, case histories, and product performance data Monitor and support service partner technical performance, ensuring alignment with national support standards and escalation protocols Experience 3-5 years of experience in HVAC technical support, service engineering, or service operations Prior experience in a Technical Support Supervisor, Lead Technician, or Senior Technical Specialist role preferred Strong technical knowledge of HVAC equipment, hydronic systems, controls, startups, and troubleshooting workflows Exposure to Energy Services, retrofits, performance-based service contracts, or lifecycle services is an asset Experience working cross-functionally with Sales, Field Service, Engineering, Operations, and Product teams Hands-on experience with CRM, ERP, Asset Management, and case management systems Ability to read and interpret construction drawings, layouts, and electrical/hydraulic schematics Strong communication skills with the ability to support customers, service partners, and internal teams through complex technical issues Education University degree, college diploma, or CET designation in Mechanical Engineering, Electrical Engineering, or a related technical field 3–5 years of technical support or service engineering experience required Professional Engineer (P.Eng.) designation is an asset, but not required for this role

Ce que vous ferez

The Technical Support Supervisor is responsible for the daily supervision and coordination of technical support operations to ensure high-quality customer service. This role involves managing case triage, supporting technical service systems, and ensuring consistent execution of troubleshooting workflows across various internal and external teams.

Exigences

Candidates must have 3-5 years of experience in HVAC technical support or service operations and possess strong technical knowledge of hydronic systems and controls. A university degree, college diploma, or CET designation in Mechanical or Electrical Engineering is required for this position.

Compétences indiquées

• Asset Management · Souhaitée
• ERP · Souhaitée
• case management · Souhaitée
• Team Supervision · Souhaitée
• Communication · Souhaitée
• Troubleshooting · Souhaitée
• CRM · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• HVAC technical support
• Service engineering
• Hydronic systems
• Troubleshooting
• CRM
• ERP
• Asset management
• Technical triage
• Case management
• Construction drawings
• Electrical schematics
• Hydraulic schematics
• Team supervision
• KPI reporting
• Lifecycle management
• Communication
• Technical Issues
• Workflow Management
• Tier 2 Technical Support
• Service Offerings
• Service Operations
• HVAC
• Technical Support
• Electrical Engineering
• Architectural Drawing
• Asset Management
• Customer Relationship Management
• Building Services Engineering
• Dashboard
• Management
• Case Management
• Customer Service
• Regulatory Compliance
• Enterprise Resource Planning
• Failure Analysis
• Sales
• Field Service Management
• Fluid Dynamics
• Standard Operating Procedure
• Marketing
• Hydronics
• Innovation
• Key Performance Indicators (KPIs)
• Mechanical Engineering
• Operations
• Product Management
• Retrofitting
• Systems Controls
• Technical Documentation
• Technical Performance Measure

Domaines d’emploi

• Customer Service & Support
• Engineering
• Manufacturing
• Management & Leadership
• Energy
• Technical Support Supervisor
• Technical Support Manager / Supervisor
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists