Technical Support Supervisor

Armstrong Fluid Technology is a global leader in fluid-flow technology, designing and manufacturing innovative pumping, HVAC and building optimization solutions. With more than 1,400 employees worldwide and eight manufacturing facilities across four continents, Armstrong is committed to improving building performance, energy efficiency and sustainability.

Join our team and contribute to delivering innovative solutions that help customers operate their buildings more efficiently and reliably.

Position Overview

Armstrong Fluid Technology is seeking a Technical Support Supervisor to lead and supervise technical support operations related to HVAC equipment, pumps, hydronic systems and associated mechanical and building systems.

This is a hands-on, technically focused mid-leadership role requiring strong knowledge of mechanical and HVAC equipment, fluid-flow systems, pump applications, system controls, equipment commissioning and technical troubleshooting.

The successful candidate will oversee Level 1 and Level 2 technical support activities, guide technical specialists in diagnosing equipment and system-related issues, manage complex technical escalations and coordinate with Engineering, Product Management, Sales and Field Service teams to ensure effective customer support and equipment performance.

Key Responsibilities

HVAC & Mechanical Systems Technical Support

• Provide technical guidance and supervision for troubleshooting HVAC equipment, commercial pumping systems, hydronic heating and cooling systems, and associated mechanical components.
• Support technical diagnosis of pump performance issues, equipment malfunctions, system operating conditions and control-related issues.
• Guide technical specialists in identifying equipment failures, system inefficiencies and potential root causes.
• Provide technical assistance for equipment startup, commissioning, installation and complex field service issues.
• Review technical documentation, mechanical drawings, equipment layouts, hydraulic diagrams and electrical schematics to support troubleshooting activities.

Technical Team Leadership & Case Management

• Supervise and coordinate Level 1 and Level 2 technical support teams handling HVAC, pump and mechanical equipment-related inquiries.
• Assign and prioritize technical cases, manage workload distribution and coordinate technical escalations.
• Ensure consistent application of troubleshooting procedures, technical standards and service guidelines.
• Provide technical coaching and guidance to team members to strengthen their troubleshooting and problem-solving capabilities.

Service Operations & Equipment Performance

• Monitor technical service performance indicators, including response times, case resolution, outstanding cases, escalation rates and customer satisfaction.
• Coordinate technical support for equipment failures, warranty investigations, root cause analysis and corrective actions.
• Support field service teams and external service partners with complex equipment and system-related issues.
• Identify recurring technical issues and recommend improvements to equipment performance, service delivery and troubleshooting processes.

Cross-Functional Technical Collaboration

• Collaborate with Mechanical Engineering, Product Management, Manufacturing, Sales, Operations and Field Service teams to resolve technical challenges.
• Provide technical input for new product introductions, product modifications and service readiness.
• Support accurate equipment specifications, product documentation, installed-base information and technical service records.
• Assist with technical documentation required for quality, warranty, compliance and product performance investigations.

Lifecycle Services & Energy Efficiency

• Support technical activities related to equipment retrofits, upgrades, lifecycle management and performance-based service offerings.
• Assist in identifying opportunities to improve pump and HVAC system efficiency and overall equipment performance.
• Support service initiatives focused on reducing energy consumption, improving reliability and extending equipment lifecycle.

Qualifications & Experience

• University degree, college diploma or Certified Engineering Technologist (CET) designation in Mechanical Engineering, Electrical Engineering or a related technical discipline.
• Minimum 5 years of relevant experience in HVAC technical support, mechanical service engineering, pump systems, hydronic systems or related mechanical equipment service operations.
• Strong hands-on technical knowledge of commercial HVAC equipment, pumps, hydronic heating and cooling systems, fluid-flow applications and associated controls.
• Demonstrated experience in diagnosing, troubleshooting and resolving mechanical equipment and system-related technical issues.
• Previous experience in a Technical Support Supervisor, HVAC Service Supervisor, Service Engineering Lead, Senior Technical Specialist or similar technical leadership position is strongly preferred.
• Experience supervising or coordinating technical specialists, service engineers, field technicians or technical support teams.
• Practical understanding of equipment installation, startup, commissioning, preventive maintenance and troubleshooting procedures.
• Ability to read and interpret mechanical drawings, construction layouts, piping diagrams, hydraulic schematics and electrical schematics.
• Experience handling equipment failures, warranty investigations, technical escalations and root cause analysis.
• Ability to collaborate effectively with Engineering, Product Management, Sales, Manufacturing and Field Service teams.
• Familiarity with CRM, ERP, asset management and technical service case management systems.
• Experience with energy services, HVAC retrofits, equipment upgrades, lifecycle management or performance-based service contracts is an asset.
• Strong leadership, analytical, communication and problem-solving skills.

• Professional Engineer (P.Eng.) designation is considered an asset but is not required.

Compensation

The annual salary range for this position is CAD $100,000 – $120,000, depending on qualifications, relevant experience and skills.

Why Join Armstrong Fluid Technology?

At Armstrong, you will be part of a global organization focused on engineering innovation, sustainability and energy-efficient building solutions. You will have the opportunity to lead a technically skilled team, collaborate with engineering and service professionals, and contribute to improving equipment reliability, customer experience and building performance.

Accessibility & Accommodation

Armstrong Fluid Technology is committed to fostering an inclusive and accessible workplace. We welcome applications from all qualified candidates and are committed to providing accommodations throughout the recruitment and selection process in accordance with applicable accessibility and human rights legislation. 

If you require accommodation at any stage of the recruitment process, please let us know so that we can work with you to meet your needs.