Technical Support Manager

Copeland • Cudahy, WI

7d • Hybrid

About The Position

Copeland Industrial is hiring a Technical Support Manager to lead customer-facing technical support for industrial equipment and systems. The role oversees technical support activities, warranty claim administration, and issue resolution, while driving improvements to reduce claim cycle times and improve the customer experience. The manager works with customers, service personnel, engineering, and operations teams to diagnose and resolve complex equipment and application challenges, taking ownership of critical issues and coordinating cross-functional resources to reach timely solutions.

The position manages and develops a team, serves as a technical resource to coworkers and field service personnel, and communicates technical expertise to customers. It also involves supporting warranty evaluations, tracking service and warranty data, establishing response-performance KPIs, visiting customers as needed, and providing instruction at Vilter training sessions. The role is hybrid eligible, with at least three days per week in the office, and requires travel of up to 15%.

Requirements

• Bachelor's degree and 5 years of Industrial Refrigeration experience, or an equivalent combination of education and experience.
• Knowledge of basic machine shop equipment, hand tools, and industrial repair and maintenance techniques.
• Excellent communication and customer service skills.
• Team development and leadership skills.
• Ability to understand a wide variety of technical concepts with little guidance.
• Ability to communicate technical concepts clearly and concisely.
• Experience resolving technical customer issues.
• Ability to travel up to 15%.
• Fluent written and spoken English.
• Legal authorization to work in the United States; sponsorship is not provided.

Nice To Haves

• 3 or more years of supervisory experience.
• Experience with Vibration Analysis, Industrial Refrigeration, Industrial Chillers, HVAC, or Gas Compression.

Responsibilities

• Respond to distributors, contractors, and end users, providing service to resolve technical matters related to equipment maintenance, operation, and repair.
• Develop and execute strategies to improve technical support processes and resources across the organization.
• Manage a team by setting clear expectations, following up consistently, providing guidance, and removing obstacles as needed.
• Serve as a technical resource to in-house coworkers, traveling service technicians, and leaders.
• Establish key performance indicators for evaluating technical support response.
• Support the warranty specialist with material evaluation for warranty consideration.
• Track service and warranty data to support cross-functional improvements.
• Communicate technical expertise to customers.
• Serve as a subject matter expert for difficult field service support.
• Visit customers as required to troubleshoot or communicate information.
• Provide instruction at Vilter training sessions.

Benefits

• Medical insurance plans.
• Dental and vision coverage.
• 401(k).
• Flexible time off plans, including paid parental leave, vacation, and holiday leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager