Lead HVAC Technical Support & Service Operations

Armstrong Fluid Technology; Toronto; On-site; CAD 85,000 - 110,000; Full time

Job summary

Armstrong Fluid Technology is seeking a hands-on Technical Support Supervisor to lead Level 1–2 teams in Toronto, overseeing case triage, escalation, and troubleshooting workflows to deliver a high-quality customer experience. You will coordinate CRM, ERP, asset management, and reporting tools while collaborating with Product, Engineering, Operations, IT and field service partners.

Strong communication, organizational skills, and HVAC systems knowledge are essential to drive service readiness

Qualifications

• 3–5 years of experience in HVAC technical support, service engineering, or service operations.
• University degree in Mechanical or Electrical Engineering or related field.
• P.Eng. designation is an asset, not required.

Responsibilities

• Supervise Technical Support operations and teams.
• Manage case triage, escalation, and troubleshooting workflows.
• Coordinate use of CRM, ERP, and asset management tools.
• Monitor KPIs like response time, backlog, and first-contact resolution.
• Collaborate with Product Management, Engineering, Operations, and IT.

Skills

HVAC knowledge

Strong communication

Cross-functional collaboration

Troubleshooting workflows

Organizational skills

Education

Mechanical/Electrical Eng (Bachelors)

Professional Engineer (P.Eng.) asset

Tools

CRM

ERP

Asset Management

Case Management

Job description

Armstrong Fluid Technology is seeking a hands-on Technical Support Supervisor to lead Level 1–2 teams in Toronto, overseeing case triage, escalation, and troubleshooting workflows to deliver a high-quality customer experience. You will coordinate CRM, ERP, asset management, and reporting tools while collaborating with Product, Engineering, Operations, IT and field service partners.

Strong communication, organizational skills, and HVAC systems knowledge are essential to drive service readiness