Technical Support Manager HVACR & Industrial Systems

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

Job summary

Copeland is seeking a Technical Support Manager in Wisconsin to lead a customer-facing team, oversee warranty claims, and drive continuous improvement of service operations for industrial refrigeration equipment. You will coordinate cross-functional resources, diagnose complex issues, and ensure timely, effective solutions in demanding environments.

Hybrid work in the Greater Milwaukee area with in-office presence three days a week; travel up to 15%; a Bachelor's degree with 5 years in

Qualifications

• 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.

Responsibilities

• 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.

Skills

Industrial Refrigeration knowledge

Communication skills

Leadership

Technical issue resolution

English proficiency

Travel up to 15%

Education

Bachelor's degree

Job description

Copeland is seeking a Technical Support Manager in Wisconsin to lead a customer-facing team, oversee warranty claims, and drive continuous improvement of service operations for industrial refrigeration equipment. You will coordinate cross-functional resources, diagnose complex issues, and ensure timely, effective solutions in demanding environments.

Hybrid work in the Greater Milwaukee area with in-office presence three days a week; travel up to 15%; a Bachelor's degree with 5 years in