Posted 2 months ago
Technical Support Supervisor
@ Armstrong Fluid Technology
Toronto, Ontario
Overview
Armstrong Fluid Technology is hiring a Technical Support Supervisor to run day-to-day technical support operations, coordinating Level 1 and Level 2 teams, case triage and escalation, and technical service systems. The role is hands-on and technically focused, requires 3-5 years of HVAC technical support or service engineering experience, and is a full-time position.
Responsibilities:
- Supervise Level 1 and Level 2 technical support teams
- Manage case triage, prioritization and escalation
- Monitor support KPIs and report risks
- Coordinate field service requests, startups and commissioning
- Support warranty triage and failure analysis
Requirements summary:
- 3-5 years of HVAC technical support or service engineering experience
- Strong knowledge of HVAC, hydronic systems and controls
- Hands-on experience with CRM, ERP and case management systems
- Ability to read construction drawings and schematics
- University degree, college diploma or CET in a technical field
Tools & skills
Source and dates
Employer career site / ATS feed · bamboohr
- Employer posting date
- 2026-09-13
- First seen by our source
- 2026-10-08
- Source record updated
- 2026-10-09
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 3+ years |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Work setting | Office, Plant or factory |
| Position | Sitting and standing |
| Physical demands | physical low · computer high |
| Languages | English |
| Education | College diploma (required), Bachelor’s degree (required) |
| Fields of study | Mechanical Engineering, Electrical Engineering |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Armstrong Fluid Technology
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
A global leader & innovator in HVAC, Plumbing & Fire Safety intelligent fluid-flow solutions.
Full company description
With eight manufacturing facilities on four continents, and employees around the world, Armstrong Fluid Technology is celebrating 90 years of being known as an innovator in the design, engineering and manufacturing of intelligent fluid flow equipment, control solutions and optimization technologies. In the shift toward digitalization and integration of fluid-flow systems, Armstrong leads the industry. With advanced solutions that leverage edge computing, IoT, machine learning, digital twin technology and demand-based control, Armstrong provides and protects efficiency in building mechanical systems, approaching energy optimization as a whole-building challenge and advancing the practice of full lifecycle management. Focusing on HVAC, Plumbing, Gas Transmission and Fire Safety applications, we provide energy-efficient, cost-effective solutions and performance management services to building and facility professionals around the world. In May 2021, in recognition of our leadership in energy efficiency, carbon footprint reduction and environmental stewardship, Armstrong Fluid Technology received a Queens Enterprise Award for Sustainability. The company has also been named one of 2022’s Best Managed Companies. As a recipient of a Best Managed award for 20 years, Armstrong continues to hold Platinum status in the program. We are proud of the rich tapestry of ethnicity, origin and gender in our employees that makes us stronger every day. We value diversity and build teams with a variety of skills, competencies and backgrounds.
- LinkedIn followers
- 152,743
- People associated on LinkedIn
- 1,212
- Reported office locations
- 23 Bertrand Avenue, Toronto, Ontario M1L 2P3, CA
- Wolverton Street, Manchester, Greater Manchester M11 2ET, GB
- 93 East Avenue, North Tonawanda, New York 14120-6594, US
- #59, First floor, 3rd Main, Margosa Road, Malleswaram, Bangalore 560 003, IN
- No. 1619 Hu Hang Road, Xi Du Township, Feng Xian District, Shanghai 201401, CN
- Business categories
- Web Design
- Marketing
- Manufacturing
- Other recorded names
- Armstrong Fluid Technology
- Specialties
- Fluid Flow Systems
- Integrated Plant Packages
- Heat Transfer
- Fire Pumps & Systems
- Variable Speed & Design Envelope Pumps
- HVAC efficiency
- Intelligent
- Connected Building Solutions
- Data Centers
- District Energy
- Commercial and facilities
- and Energy upgrades and retrofits
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
With eight manufacturing facilities on four continents, and employees around the world, Armstrong Fluid Technology is celebrating 90 years of being known as an innovator in the design, engineering and manufacturing of intelligent fluid flow equipment, control solutions and optimization technologies. In the shift toward digitalization and integration of fluid-flow systems, Armstrong leads the industry. With advanced…
| Field | Value |
|---|---|
| Industry | Industrial Machinery Manufacturing |
| Company size | 1,001-5,000 employees |
| Headquarters | Toronto, Ontario |
| Organization type | Privately Held |
| Year founded | 1934 |
| Specialties | Fluid Flow SystemsIntegrated Plant PackagesHeat TransferFire Pumps & SystemsVariable Speed & Design Envelope PumpsHVAC efficiencyIntelligentConnected Building SolutionsData CentersDistrict Energy |
| Open jobs on Jobsy | 65 |
| View page |
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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