Engineer Technical Support I

Copeland; Ciudad de México; Híbrido; MXN 450.000 - 650.000; Jornada completa

Descripción de la vacante

Copeland provides remote and on-site support for HVACR systems, troubleshooting controllers, data routines, and site connectivity. You will document cases, create visual guides, and assist in remote commissioning.

Join a global climate tech leader and contribute to reporting automation with Power BI, ensuring data integrity and reliable monitoring across multiple sites.

Formación

• Provide remote and on-site technical support for HVACR systems.
• Troubleshoot controllers, configurations, and data processing routines.
• Develop guides and visual aids to assist customer resolutions.

Responsabilidades

• Respond to inquiries via phone, email, and chat with triage.
• Troubleshoot controllers, system apps, and connectivity (VPN/cellular).
• Document interactions with detailed cases for tracking.
• Create graphical screens and assist data validation against backend data.
• Assist in remote commissioning and site readiness checks.
• Support automated reporting and Power BI-based distributions.

Conocimientos

Technical support

Troubleshooting

Programming

Data handling

Remote commissioning

Reporting automation

Herramientas

Power BI

VPN

Site monitoring platforms

Descripción del empleo

Hybrid

Mexico City, Mexico

Full time

JR117911

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.

We are a sustainable company engaged to the values of Excellence, Innovation, Collaboration, Respect and Responsibility. We seek professionals who share our vision of creating sustainable solutions that improve lives and protect the planet, today and for future generations.

We are looking for your talent, join our team and start your journey today!

PROPÓSITO/OBJETIVO

Provide technical support for HVAC & Refrigeration systems via chat, email, and phone.

Troubleshoot, diagnose, and resolve technical issues, guiding customers with step-by-step solutions.

RESPONSABILIDADES

This role is responsible for providing remote and on-site support for HVAC & Refrigeration systems, ensuring efficient problem resolution, accurate reporting, and excellent customer service.

FUNCIONES ESPECIFICAS

1. Technical Support & Troubleshooting

• Respond to customer support inquiries via phone, email, and chat, addressing both basic and moderately complex issues, and performing initial concern triage.

• Perform troubleshooting for controllers and system applications, providing effective solutions to technical and operational problems.

• Analyze, review, and correct code-related issues impacting system behavior, data extraction routines, automated reporting, or remote monitoring functions.

• Support troubleshooting related to site connectivity, including VPN tunnel connections and cellular communication to monitoring platforms.

• Document all interactions by creating detailed cases for proper tracking, review, and reporting.

• Develop visual guides for troubleshooting or installation, such as technical drawings, work instructions, or troubleshooting guides, to support customer resolutions.

2. Programming, System Configuration & Data Handling

• Independently program Copeland Supervisory Controllers (e.g., E2, E3, Site Supervisor) using appropriate reference documents and tools.

• Assist in troubleshooting and optimizing controller configurations to improve system performance, data reliability, and remote connectivity.

• Support the correction and optimization of scripts or routines used for data extraction, transformation, and integration with monitoring and reporting platforms.

• Assist in validating data accuracy and consistency used for automated reports.

3. Remote Commissioning

• Conduct remote commissioning via phone for start-up sites, ensuring all systems are operational before final sign-off with the contractor on-site.

• Verify proper controller configuration, network connectivity, VPN tunnel availability, and cellular communication prior to site acceptance.

• Confirm readiness for remote monitoring, data extraction, and automated reporting.

4. Graphical Custom Screens

• Assist in creating graphical custom screens using standard tools and templates, including mapping graphical instruments and installing them on PCs.

• Support basic validation of displayed values against backend data sources and live site data.

5. Food Service Troubleshooting and Technical Support

• Provide technical assistance for temperature monitoring products, particularly for Food Service Applications, ensuring proper functionality, communication stability, and data integrity.

6. Reporting Automation, Connectivity, Process Documentation & Continuous Learning

• Support the automation of report generation and distribution using tools such as Power BI and automated email delivery.

• Assist in monitoring and correcting issues related to scheduled reports, data refreshes, connectivity disruptions, and report delivery failures.

• Contribute to the team Knowledge Base by documenting FAQs, troubleshooting steps, connectivity procedures (VPN and cellular), and data/reporting-related processes.

• Actively participate in cross-training sessions, team meetings, and interdepartmental training to expand technical, networking, analytical, and programming skills.

Our Commitment to Our People

Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.

Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.

Together, we have the opportunity – and the power – to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!

Our Commitment to Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.

Equal Opportunity Employer

Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, or disability. We are committed to providing a workplace free of any discrimination or harassment.

No calls or agency requests please.

With $5B of global revenue, Copeland is a leading provider of compression products, electronics, software, and solutions across many applications within Heating, Ventilation, Air Conditioning, and Refrigeration (HVACR), where macro and regulatory trends towards environmental sustainability, leads to changes in HVACR technology. Other products include other heating applications, food service and retail, transportation, and healthcare/life sciences. This new business also has a solution portfolio that manages, monitors, and controls refrigeration units in the commercial setting, as well as software solutions that measure and monitor temperature conditions of refrigerated goods in transit, where there is a greater emphasis on energy management/sustainability solutions globally.