Lead US Service & Support Supervisor — Remote

Jobvite, Inc.; Langhorne (Bucks County); Hybrid; USD 85,000 - 115,000; Full time

Job summary

Fortress Power is seeking a working supervisor to own the residential customer experience from first contact to ticket closure. You will unite front-line support with applications engineering, guiding remote diagnosis, RMA decisions, and field coordination across the US, PR, and Latin America.

You’ll personally handle the toughest escalations while building playbooks, scorecards, and reporting. This role reports to the COO and offers remote consideration for strong candidates.

Qualifications

• 3+ years supervising a technical support, field service, or customer service team in a manufacturer, energy, or comparable technical industry.
• Working knowledge of warranty and RMA operations, including return logistics, credits, chargebacks, and failure analysis.
• Ability to own escalations from start to finish and manage cross-functional teams.

Responsibilities

• Own the residential customer experience from first contact to closed ticket for US, PR, and Mexico.
• Lead front-line customer service and applications engineering teams, including remote diagnosis and RMA decisions.
• Manage queue health, staffing, process, and spend; build reporting and knowledge base from the ground up.

Skills

Escalation owner

Builder

Working supervisor

Data-driven

Composure

Team supervision

Warranty/RMA

Education

NABCEP certification

Job description

Fortress Power is seeking a working supervisor to own the residential customer experience from first contact to ticket closure. You will unite front-line support with applications engineering, guiding remote diagnosis, RMA decisions, and field coordination across the US, PR, and Latin America.

You’ll personally handle the toughest escalations while building playbooks, scorecards, and reporting. This role reports to the COO and offers remote consideration for strong candidates.