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About the Role
Supervise technical support operations, ensuring timely and accurate resolution of technical inquiries and service issues. This hands-on role involves coordinating support teams, managing escalations, and supporting technical service systems to deliver a high-quality customer experience.
Responsibilities
- 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.
Requirements
- 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.
Skills
- HVAC technical support
- Service engineering
- Service operations
- Technical Support Supervisor
- Lead Technician
- Senior Technical Specialist
- HVAC equipment knowledge
- Hydronic systems knowledge
- Controls knowledge
- Startups knowledge
- Troubleshooting workflows
- Energy Services
- Retrofits
- Performance-based service contracts
- Lifecycle services
- Cross-functional collaboration
- CRM systems
- ERP systems
- Asset Management systems
- Case management systems
- Reading construction drawings
- Reading layouts
- Reading electrical schematics
- Reading hydraulic schematics
- Communication skills
Location
- Global
Work Type
- Full-time
Experience Level
- 3-5 years
Education Level
- University degree
- College diploma
- CET designation
- Mechanical Engineering
- Electrical Engineering
About the Company
- Armstrong Fluid Technology is a leader in fluid-flow technology with over 1400 colleagues globally.
- The company has eight manufacturing facilities on four continents.
- Armstrong Fluid Technology is a community of bright and creative minds driven by a shared mission to engineer the future and safeguard our planet.
- The company fosters a learning and boundary-pushing environment within an agile and dynamic workplace.