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

The Tech Support Supervisor leads day-to-day service execution within their area of expertise of Cooking and refrigeration and helps ensure safe, timely, and high-quality repair and maintenance of commercial refrigeration, cooking, beverage and espresso equipment. The role coordinates closely with dispatch, provides technical direction to Field Service Technicians, manages customer escalations, reviews quotes and billing documentation, and supports operational and financial performance.

The Tech Support Specialist is expected to model company values, support continuous improvement, and deliver a high level of service to customers and employees.

(Essential functions may include, but are not limited to, the functions listed below)

• 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…