Title:  Technical Support Supervisor

Summary:

The Technical Support Supervisor provides direct leadership for a team of Technical Support Technicians responsible for assisting field teams, contractors, and customers with product-related technical issues. This position ensures effective delivery of remote support, job research, warranty tracking, and product troubleshooting. The Supervisor is also responsible for technician onboarding, development, daily support structure, and scheduling.

Essential Duties and Responsibilities:

Team Leadership & Development

• Provide direct management, scheduling, and coaching of Technical Support Technicians.
• Oversee hiring, onboarding, and training to ensure consistent technical capability across the team.
• Lead daily technical support meetings and facilitate knowledge sharing to drive alignment and performance.

Technical Support Operations

• Deliver expert-level phone support to field teams, customers, and contractors using refrigeration and electrical system knowledge.
• Troubleshoot and resolve post-delivery product issues; escalate unresolved cases to internal teams as needed.
• Analyze recurring service issues and implement corrective actions to improve resolution efficiency.

Documentation & Collaboration

• Ensure accurate documentation of all support and warranty interactions in service systems.
• Collaborate with Engineering, Quality Assurance, and other internal departments to address product or vendor deficiencies.
• Support internal testing and software evaluations to enhance product reliability and technician readiness.

Cost & Quality Control

• Manage on-call rotations and technician availability to maintain service responsiveness.
• Monitor and reduce warranty- and service-related back charges by promoting proactive technical support and field guidance.

Qualifications:

To succeed in this role, candidates must demonstrate the skills and experience necessary to perform the essential duties effectively. Reasonable accommodations will be made for individuals with disabilities.

Education/Experience:

• High School diploma or GED required; trade school education in HVAC/R preferred.
• 10+ years of related experience in the HVAC/R industry, including technical field service or support.
• Strong understanding of refrigeration, HVAC systems, and electrical schematics.
• Prior experience in team supervision, technician mentoring, or technical leadership roles is strongly preferred.

Certificates, Licenses, Registrations:

• EPA Type II or Universal Certification required.
• HVAC Journeyman or Master License preferred.

Language Skills:

• Ability to read and understand English instructions and technical documentation.
• Strong oral and written communication skills to support technical communication across multiple levels of expertise.

Mathematical Skills:

Ability to perform basic math, algebra, and calculations related to electrical measurements and HVAC applications.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to use hands, sit, and talk or hear. The employee may occasionally be required to walk, reach, or inspect technical setups or test configurations.

Work Environment:

This position operates primarily in an office or lab environment. Occasional exposure to test bays or production areas may occur. The noise level is typically moderate.

Salary Range: $75,000.00 - $85,000.00