Technical Support Supervisor

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.

• 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