Tech Support Supervisor

The Tech Support Supervisor at FESCO plays a key role in keeping commercial refrigeration and cooking service running safely, on time, and at a high standard. This position leads day-to-day service execution within their cooking and refrigeration expertise, coordinating closely with dispatch, providing technical direction to Field Service Technicians, and managing customer escalations.

Based in Nashville, TN, this is primarily an on-site role in an office and branch operations environment, with customer-site work based on service workload and business needs.

What You’ll Do

• Review the after-hours on-call rundown at the start of each 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 support 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, coordinating with dispatch as visits are confirmed with customers and technicians.
• Forecast technician and workload requirements, set priorities, monitor active jobs, and shift resources across trades when service needs 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, diagnosing and troubleshooting complex issues and helping determine safe, effective repair paths.
• Be onsite with the technician for any third recall jobs.
• Lead, coach, mentor, and develop Field Service Technicians, setting clear goals, assessing performance, and making 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 while maintaining a professional, responsive customer experience.
• Review technician-submitted quotes for completeness and accuracy, complete unfinished quotes when needed, and release them to dispatch for upload or delivery to the customer.
• Research and respond to service-related billing questions from the accounting team, including topics involving labor, parts, scope, documentation, and job status.
• Review customer performance indicators to identify recurring service issues or opportunities to improve reliability and satisfaction with branch managers.
• Develop and execute service strategies aligned with company service objectives, customer commitments, and profitable growth.
• Maximize available resources to meet financial objectives by monitoring trends, controlling expenses, and identifying issues that may affect service or business results.
• Ensure compliance with company policies, procedures, safety requirements, documentation standards, and applicable regulations.
• Perform other duties as assigned.

Requirements

• Legally authorized to work in the United States.
• Must meet any applicable minimum age requirements.
• Successful completion of a background check and drug screen, consistent with applicable law.
• Post-secondary education, plus seven to ten years of direct technical field-service experience (or an equivalent combination of education and experience).
• Intermediate proficiency with Microsoft Office, including Outlook, Excel, Word, Teams, and Windows-based software.
• Strong communication, customer service, organizational, time management, and problem-solving skills.
• Ability to manage multiple priorities, think critically, adapt to changing business needs, and work independently with minimal direct supervision.
• Demonstrated leadership experience, including the ability to train, coach, mentor, motivate, and retain technical personnel.

Technologies

• Microsoft Office
• Outlook
• Excel
• Word
• Teams
• Windows-based software

Benefits

• Quarterly performance-based bonus potential.
• 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.

Work Environment & Physical Requirements

• Primarily performed on-site in an office and branch operations environment.
• May require standing, walking, sitting, using a computer, communicating by phone or video, and occasional visits to shop, warehouse, or customer locations.
• Regular movement between office and field environments.
• May require bending, stooping, climbing ladders, working at elevated locations, and lifting or moving objects weighing 100 pounds or more.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

Schedule

• Full-time, on-site position.
• Work 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.
• Ability 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.

Preferred Qualifications

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

Note on AI: FESCO may use artificial intelligence tools to support parts of the hiring process, but these tools assist the recruitment team and do not replace human judgment. Final hiring decisions are made by humans.