US Service and Support Supervisor

We're looking for a supervisor who builds, not one who babysits a process someone else designed. If you've led a technical support or field service team, you know how to own an escalation from start to finish without dropping it, and you're tired of managing inside someone else's playbook, this is a chance to write your own.

Fortress Power is an established, profitable solar and energy storage company entering its next phase of growth. We design and manufacture LFP battery energy storage systems, hybrid inverters, and smart energy panels sold through distributors and installed by third-party contractors across North America, the Caribbean, and Latin America. Our US service and support team is who stands behind those products once they're in the field.

You will own the residential customer experience from first contact to closed ticket, running one team across two disciplines that Fortress has historically managed separately: front-line customer service (phones, tickets, warranty administration) and applications engineering (remote diagnosis, field service, RMA decisions). This is a working supervisor role. You carry a personal caseload of the hardest escalations while managing the queue, the people, the process, and the spend behind it all.

Nearly every case is resolved through someone else's hands, so the job is to make remote diagnosis fast, accurate, documented, and cost-effective.

• The US applications engineering and customer service team: employees, EOR staff, and contract field and lab technicians across the US, Puerto Rico, and Mexico.
• Coverage across technical support, customer service, Spanish-language, and weekend queues, including storm-event coverage.
• Escalation quality, end to end. The highest-risk cases land on your desk: safety events, attorney or insurer contact, executive escalations, anything with reputational exposure.
• Queue health in Zoho Desk: daily ticket sweeps, status discipline, aged ticket reviews, and follow-up enforcement.
• The residential RMA lifecycle from technical verification through replacement delivery, defective unit recovery, credit, and closure.
• Root cause analysis on repeat field failures, feeding failure data to Product, QA, and the supplier claim process.
• The residential knowledge base, approved response templates, and process documentation.
• Weekly and monthly reporting on queue health, response times, escalations, RMA cycle time, field cost, and customer satisfaction.
• Building the measurement that doesn't exist yet: customer satisfaction scoring, first contact resolution, and a ticket quality scorecard.

• Escalation owner. You manage escalations consistently from start to finish, not just stepping in when things get loud, but tracking, owning, and closing them as a core part of how you lead.
• Builder. You create process where none exists and get the team on board, without waiting for someone to hand you a framework.
• Working supervisor. You carry a personal caseload alongside the team. You can challenge an engineer's diagnosis, not just relay it.
• Data-driven. You use reporting to decide where the team spends its hours, and you say the real number even when it's unflattering.
• Composure. When something goes wrong, you own the outcome without deflecting. Installers, homeowners, and executives all get the same straight answer.
• 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.

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