Technical Support Manager

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 6 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 todemonstratea 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 todeterminewhen you should be inthe officeto 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.

AboutOur 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.

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