Technical Support Manager

Copeland Industrial LP; Cudahy (CA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work arrangement

Medical insurance

401(k)

Job summary

Copeland Industrial LP in the Greater Milwaukee Area seeks a Technical Support Manager to lead customer-facing technical support, warranty administration, and issue resolution in demanding industrial environments.

You will manage a team, set KPI targets, coordinate with service, engineering and operations, and drive improvements to shorten warranty cycles.

Qualifications

• Bachelor's degree with 5 years of Industrial Refrigeration experience.
• Ability to travel up to 15%.
• Excellent communication and customer service skills.
• Experience resolving technical customer issues.
• Able to lead and develop a team.

Responsibilities

• Lead customer-facing technical support and warranty processes.
• Diagnose and resolve complex equipment challenges.
• Oversee service personnel, engineering, and operations collaboration.
• Establish KPI metrics for technical support performance.
• Coordinate cross-functional resources to ensure timely resolutions.
• Travel to customer sites as needed to troubleshoot.

Skills

Industrial Refrigeration

Team leadership

Customer service

Communication

Cross-functional coordination

Warranty processes

Education

Bachelor's degree

Tools

Hand tools

Job description

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!

Job Description

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:

• 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:

• 3+ years of supervisory experience.
• 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 you should be in the office to drive meaningful connections and to best serve our customers.

Why Work in the Greater Milwaukee Area

Cudahy is a quaint communitylocatedin Milwaukee County, where clean neighborhoods mingle with acres of parkland, major transportation access, and big-city attractions all within an arm's reach, with a small-town feel. Cudahy has six county parks and823 acresof parkland, seasonal farmers markets in front of City Hall, andmiles of beautifulLakeMichiganshoreline. With lots of community involvement, the city has many family-friendly events throughout the year. The area is home to several major league sports teams, including the Milwaukee Bucks and Milwaukee Brewers, with Lambeau Field, hometothe Green Bay Packers, just 2 hours away! Traveling in and out of the area is also a breeze! General Mitchell International Airport is just minutes away, with Chicago O’Hare International Airport just a little over an hour away.

About Our Location

The 150-year history of the Vilter brand tells a rich story of perseverance and drive to cultivate continuous innovation within the industrial refrigeration and gas compression industries. We offer the latest products and solutions for industrial refrigerators and oil and gas compression.Approximately300employees work in Cudahy, who all support a multitude of business functions. With the blend of businesses and functions represented underthis oneroof, there are many opportunities for advancement within the Cudahy location.

#LI-KP1 #LI-Hybrid

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. Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k) and more. We provide employees with flexible time off plans, including paid parental leave, vacation and holiday leave. 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.

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.

Work Authorization

Copeland will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1 with OPT or CPT, H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

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, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: [e-mail]

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.