Service & Support Supervisor: Escalation Owner & Builder

myhrpartnerinc; Langhorne (Bucks County); Remote; USD 90,000 - 120,000; Full time

Job summary

Fortress Power in Langhorne, PA is seeking a US Service and Support Supervisor to own the residential customer experience across front-line service and applications engineering. You will supervise a US-based team, handle the hardest escalations, and drive end-to-end resolution with a focus on speed, accuracy, and cost efficiency.

This working supervisor role requires 3+ years leading technical support or field service teams in a manufacturing or energy tech setting, with Spanish-English fluency

Qualifications

• 3+ years supervising a technical support, field service, or customer service team in a manufacturer, energy, or comparable technical industry.
• Experience with warranty and RMA operations, including return logistics, credits, chargebacks, and failure analysis.
• Ability to create or improve processes, reports, and scorecards.

Responsibilities

• Own the US applications engineering and customer service team across two disciplines.
• Manage front-line customer service (phones, tickets, warranty) and remote diagnosis in one working supervisor role.
• Carry a personal caseload of the hardest escalations and manage queue health, staffing, and spend.

Skills

Escalation ownership

Builder

Working supervisor

Data-driven

Composure under pressure

Education

3+ years supervising technical support/field service

Job description

Fortress Power in Langhorne, PA is seeking a US Service and Support Supervisor to own the residential customer experience across front-line service and applications engineering. You will supervise a US-based team, handle the hardest escalations, and drive end-to-end resolution with a focus on speed, accuracy, and cost efficiency.

This working supervisor role requires 3+ years leading technical support or field service teams in a manufacturing or energy tech setting, with Spanish-English fluency