Technical Support Manager

Copeland • Cudahy, WI

1d • 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 processes, while driving improvements that reduce claim cycle times and enhance the customer experience. The manager works with customers, service personnel, engineering, and operations teams to diagnose and resolve complex equipment and application challenges, coordinate resources, and deliver timely solutions. The role is hybrid eligible and requires working in the office at least three days per week, with flexibility to adjust office days based on business needs. Travel of up to 15% is required. The position is based in Cudahy, Wisconsin.

Requirements

• Bachelor's degree and five 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 will not be provided.

Nice To Haves

• Three 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, helping 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 and following up consistently.
• Provide guidance to direct reports and intervene as needed to remove obstacles.
• 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.
• Act as the subject matter expert for difficult field service support.
• Visit customers as needed to troubleshoot or communicate information.
• Provide instruction at Vilter training sessions.

Benefits

• Flexible and competitive benefits plans, including medical insurance, dental and vision coverage, and 401(k).
• Flexible time off plans, including paid parental leave, vacation, and holiday leave.
• Investment in employee development from onboarding through senior leadership.

What This Job Offers

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