Tech Support Supervisor

Are you looking for an opportunity to work in a fast-paced work environment for a company that provides critical services to thousands of customers? If so, we may be the right fit for you! FESCO is a full-service commercial kitchen equipment repair company. We provide emergency repair and preventative maintenance services to restaurants, QSRs, convenience stores, retailers, coffee shops, schools, medical facilities and more. Our areas of expertise include refrigeration and commercial kitchen equipment. Learn more about us at https://fesco-tenn.com/

• Review the after-hours on-call rundown at the start of the day and resolve or assign all open action items, including unit-down calls.
• Check in with the dispatcher, respond to urgent requests, and review dispatcher reports for exceptions, delays, open commitments, and follow-up needs.
• Review and approve estimated times of arrival (ETAs) needed by dispatch to provide accurate customer updates.
• Before the end of each day, confirm that every technician's first stop for the following day is posted on the board; coordinate with dispatch as they confirm the visit with the customer site and technician.
• Forecast technician and workload requirements, set priorities, monitor active jobs, and shift resources across trades when service require it.
• Deliver parts to technicians when the company driver is unavailable and operational needs require supervisor support.

• Provide technical backup to technicians by phone, video call, or in person; diagnose and troubleshoot complex service issues and help determine safe, effective repair paths.
• Be onsite with the technician for any third recall jobs.
• Lead, coach, mentor, and develop Field Service Technicians; set clear goals, assess performance, and make sound work assignments.
• Maintain current working knowledge of commercial refrigeration and cooking equipment, electrical control systems, blueprints, service-hour estimating, and labor forecasting.

• Communicate directly with customers regarding escalations, service concerns, delays, and resolution plans; maintain a professional, responsive customer experience.
• Review technician-submitted quotes for completeness and accuracy, complete unfinished quotes as needed, and release them to dispatch for upload or delivery to the customer.
• Research and answer service-related billing questions from the accounting team, including questions involving labor, parts, scope, documentation, or job status.
• Review customer performance indicators and identify recurring service issues or opportunities to improve reliability and satisfaction with branch managers.

• Develop and execute service strategies that support company service objectives, customer commitments, and profitable growth.
• Maximize available resources to meet financial objectives; monitor trends, control expenses, and identify issues that may affect service or business results.
• Ensure technician and team compliance with company policies, procedures, safety requirements, documentation standards, and applicable regulations.
• Perform other duties as assigned.

• Experience managing technicians, field service, facilities service, commercial kitchen equipment repair, refrigeration, HVAC, or similar service operations.
• Sales, customer retention, or market development experience.

Work Environment & Physical Requirements
This position is primarily performed on-site in an office and branch operations environment. The role may require standing, walking, sitting, using a computer, communicating by phone or video, and occasionally visiting shop, warehouse, or customer locations. Regularly requires movement between office and field environments. The employee may need to bend, stoop, climb ladders, work at elevated locations, and lift or move objects weighing 100 pounds or more. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Schedule: This is a full-time, on-site position. Work is performed in an office and at customer sites based on service workload and business needs. Field conditions may include active commercial kitchens, mechanical rooms, rooftops, temperature variation, noise, and exposure to operating equipment. The role must be able to respond to urgent service needs and review after-hours service activity as required. Flexibility may be required outside of normal business hours to support branch operations, customer needs, employee matters, or after-hours escalations.

Compensation & Benefits:  

• Bonus Potential: This position is eligible for a quarterly performance-based bonus. Bonus potential is based on branch financial results, operational performance, and achievement of established business objectives. Any bonus payout is subject to the terms of the applicable bonus plan and is not guaranteed.
• Benefits: Medical, Dental, and Vision insurance, generous time away program (PTO), 401(k) with company match, On-the-job training and development opportunities.
• Town Shares Program: Enjoy the benefits of our Town Shares Program, giving you the opportunity to share in the long-term financial success of our company as you grow with us!