Technical Support Supervisor

About the role

The Technical Support Supervisor leads the day‑to‑day technical support operations for Armstrong Fluid Technology in Toronto, ensuring high‑quality customer experiences across HVAC and fluid‑flow solutions. Reporting to the Global Service Excellence Leader, the role combines hands‑on troubleshooting with team coordination and cross‑functional collaboration.

Key responsibilities

• Supervise Level 1/Level 2 technical support teams, handling case assignment, prioritization, escalation and workload balancing.
• Ensure adherence to defined troubleshooting workflows, SOPs and knowledge‑base guidelines.
• Monitor and report on support KPIs such as response time, backlog, first‑contact resolution and customer satisfaction, escalating risks when needed.
• Support daily use of CRM, ERP, asset‑management and case‑management platforms and maintain accurate installed‑base data.
• Coordinate technical triage for field service requests, startups, commissioning and complex troubleshooting cases.
• Provide technical input for new product launches, retrofits and performance‑based service offerings.

Required profile

• 3–5 years of HVAC technical support, service engineering or service operations experience, with prior supervisory or lead‑technician experience preferred.
• Strong technical knowledge of HVAC equipment, hydronic systems, controls, startups and troubleshooting workflows.
• Proven ability to work 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.
• University degree or college diploma in Mechanical or Electrical Engineering or related field; Professional Engineer designation is an asset.

Required skills

• HVAC equipment and hydronic systems
• Controls and startup procedures
• Troubleshooting workflows and root‑cause analysis
• CRM, ERP and asset‑management tools
• Case‑management platforms
• Interpretation of construction drawings and electrical/hydraulic schematics