Supervise technical support operations for HVAC and fluid-flow products, coordinating Level 1 and Level 2 teams, case triage, escalations, troubleshooting workflows, and service KPIs. Support CRM, ERP, asset management, and case management systems; ensure accurate technical and asset data; assist with product launches, warranty investigations, field service coordination, and lifecycle services. Collaborate with engineering, product management, sales, operations, IT, service partners, and quality teams to resolve complex technical issues and maintain service standards.
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
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