US Service and Support Supervisor

US Service and Support Supervisor
Battery Energy Storage · Langhorne, PA (Remote in TX Considered)
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.
About Fortress Power
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.
About the Role
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.
What You'll Own
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.
What We're Looking For
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.
Ideal background
NABCEP certification with prior PV installation experience.
Currently leading an install crew or serving in a service supervisor role.
Bilingual Spanish and English.
Experience supporting installations through third-party contractors and distributors.
Familiarity with multi-region teams spanning the US, Puerto Rico, and Latin America.
Why This Role
Real authority. You make the call on RMAs, dispatch, field spend, and process. This is not a role where decisions get made above you.
Build it yourself. The playbook, the scorecards, the measurement systems: they don't exist yet. You will create them.
Direct line to leadership. You report to the COO. Your voice reaches the people who make decisions.
A growing company. Fortress ships thousands of systems a year and is scaling. The team, the tools, and the scope of this role will grow with it.
Let's Be Straight With You
We want this to fit on both sides, so here's the honest version:
This is a working supervisor role, not a management-only seat. You will carry your own caseload of the hardest escalations every week.
There is no established playbook. You are building the process, the reporting, and the standards.
The team is lean. When something needs doing and there's no one else, it's yours.
The Details
Location: Langhorne, PA preferred; remote considered for strong candidates
Travel: Occasional travel for site visits, installer training, trade events, and HQ meetings
Schedule: Eastern Time, with coverage across US time zones, PR, and Latin America; periodic weekend/evening availability during storm and safety events
How to Apply
Apply here: https://app.jobvite.com/j?cj=oieRAfwH&s=myHRpartner