Technical Support Manager

Hybrid

Cudahy, WI, USA

Full time

JR117713

** About Us*
* We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.

Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!

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* Job Description:

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* If you are looking for an opportunity to grow with an organization committed to sustainability, Copeland Industrial has an exciting opportunity for you. As a  
** Technical Support Manager** , you will serve as a key customer-facing leader, leveraging your mechanical, electrical, and industrial equipment expertise to support the reliable operation of customer equipment and systems. In this role, you will oversee technical support activities, warranty claim administration, and issue resolution processes, driving continuous improvement initiatives that reduce claim cycle times and enhance the customer experience.

Working closely with customers, service personnel, engineering, and operations teams, you will lead efforts to diagnose and resolve complex equipment and application challenges, ensuring timely and effective solutions. This position requires a highly motivated individual who can take ownership of critical customer issues, coordinate cross-functional resources, and drive resolution with urgency in demanding industrial environments.

** AS A TECHNICAL SUPPORT MANAGER, YOU WILL:*
* + Respond to customers (distributors, contractors, and end users) delivering a consistently high level of service to assist in the smooth resolution of technical matters relating to equipment maintenance, operation, and repair.

+ Develop and execute effective strategies to improve technical support processes and resources across the organization.

+ Manage a team, clearly setting expectations and following up consistently.

+ Provide direct reports with appropriate guidance and intervene as needed to remove obstacles.

+ Act as a technical resource to in-house coworkers, travelling service technicians and leaders.

+ Establish key performance indicators (KPI's) for technical support response evaluation.

+ Support the warranty specialist with material evaluation for warranty consideration.

+ Track service and warranty data to aid in cross-functional improvements.

+ Communicate with customers to provide technical expertise.

+ Act as subject matter expert for difficult field service support.

+ Visit customers as required to troubleshoot and/or communicate information.

+ Provide instruction at Vilter training sessions.

** REQUIRED EDUCATION, EXPERIENCE, &

SKILLS:

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* + Bachelor's degree with 5 years of Industrial Refrigeration experience or equivalent combination of education and experience.

+ Knowledgeable about basic machine shop equipment, hand tools, and industrial repair/maintenance techniques.

+ Excellent communication and customer service skills.

+ Team development and leadership.

+ Able to understand a wide variety of technical concepts with little guidance.

+ Able to communicate technical concepts clearly and concisely.

+ Experience resolving technical customer issues.

+ Ability to travel up to 15%.

+ Fluent in written and spoken English

+ Legal authorization to work within the United States - Sponsorship will not be provided for this role.

** PREFERRED EDUCATION, EXPERIENCE, &

SKILLS:

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* + 3+ years of supervisory experience.

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Experience with Vibration Analysis, Industrial Refrigeration, Industrial Chillers, HVAC, or Gas Compression.

** Collaboration First Hybrid Work Arrangements:*
* This role is hybrid eligible with the requirement to be in office at least three days per week. Colleagues are expected to demonstrate a collaboration first mindset, which is the understanding that teams will work together in-person, and colleagues should be flexible to adjust their hybrid days based on business needs. You will have an opportunity to work with your team and leader to determine when…