Manager, Professional Services

Copeland • Kennesaw, GA

3d • Hybrid

About The Position

The Manager, Professional Services & Support – Controls is responsible for leading Copeland’s Controls technical delivery capability across programming, integrations, system configuration, commissioning enablement, and advanced technical support. This role ensures the successful implementation and sustainment of complex controls solutions across food retail and cold chain environments. This leader drives technical excellence across Controls Professional Services and Support by establishing standards, enabling scalable delivery models, and ensuring teams are equipped to support Copeland’s growing installed base of controls platforms and connected assets. The role operates at the intersection of technical delivery, solution enablement, and support, ensuring complex customer programs are supported with the appropriate expertise , documentation, and governance. The Manager will work closely with Project Services, Field Services, Engineering, and Product teams to support repeatable and high-quality controls solutions across Copeland’s portfolio.

Requirements

• Bachelor’s degree in Engineering , Computer Science, or related technical field.
• Strong background in HVACR controls systems, programming, integrations, and system architecture.
• 5+ years of leadership experience within professional services, technical delivery, or engineering organizations.
• Experience supporting complex customer deployments involving controls programming, integrations, or commissioning.
• Familiarity with service delivery metrics including SLA performance, technical KPIs, and customer outcomes.
• Strong organizational, prioritization, and escalation management skills.
• Experience working with global or distributed technical teams.

Nice To Haves

• A technically credible leader with deep experience in HVACR controls systems and solution delivery.
• Able to translate complex technical challenges into clear execution plans and operational priorities.
• Experienced in leading teams responsible for technical delivery and support in customer-facing environments.
• Comfortable operating in matrixed organizations with cross-functional collaboration.
• Focused on building scalable processes and repeatable technical solutions.
• A strong coach and mentor who develops technical talent and fosters engineering discipline.
• Experience supporting or leading system platform migrations and digital tool transitions, including requirements definitions, workflow redesign, data migration, and user adoption.

Responsibilities

• Lead the organization responsible for controls programming, integrations, configuration, commissioning enablement, and advanced technical support.
• Provide technical leadership to ensure consistent execution across controls platforms including system architecture, integrations, and controls support delivery.
• Establish and maintain technical standards, documentation, and best practices for Controls services and support delivery.
• Enable successful support of large-scale controls programs, including food retail modernization initiatives and CO₂ system deployments.
• Ensure teams are equipped with the tools, documentation, and training to support deployed controls solutions effectively.
• Act as a technical escalation point for complex system, integration, or commissioning challenges requiring advanced controls expertise .
• Monitor and improve performance against defined service level commitments, technical KPIs, and delivery outcomes.
• Strengthen collaboration across Professional Services, Project Services, Field Services, Engineering, and Product Management to support end-to-end solution delivery.
• Support the development of scalable service offerings and repeatable technical solutions that drive lifecycle services growth, including growth of technical support.
• Build technical capability within the organization through employee development, coaching, and skills progression.
• Drive continuous improvement initiatives focused on delivery efficiency, solution quality, and operational scalability.
• Monitor technical workload, backlog, and resource capacity across Controls Professional Services and Support teams, including support case volumes.
• Report out on customer SLA performance, own SLA execution.
• Track and report performance against delivery metrics, service commitments, and technical KPIs.
• Identify and address technical delivery risks, capacity gaps, or process issues affecting execution and support.
• Conduct root cause analysis on recurring technical issues or escalations to prevent future occurrences.
• Support workforce planning and technical capability development across distributed teams.
• Support and/or lead transitioning workflows for case management from legacy systems to modern platforms.
• Maintain governance processes for technical solution reviews, escalation management, and delivery quality, including with customer support teams.
• Partner with Engineering and Product teams to improve solution reliability, deployment readiness, and supportability.
• Ensure consistent technical execution across programming, integrations, configuration, and support activities.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees