As a Technical Support Manager at Copeland Industrial in Cudahy, WI (hybrid), you will lead customer-facing technical support efforts that help keep industrial refrigeration equipment running reliably. This role brings together people leadership, hands-on problem solving, and continuous improvement through service and warranty insights, backed by flexible benefits and support for your long-term growth.

What you’ll do

Work directly with distributors, contractors, and end users to deliver consistently high service and support smoother resolution of technical issues related to maintenance, operation, and repair.
Design and run strategies that improve technical support processes and resources across the organization.
Manage the support team by setting clear expectations, following up consistently, and providing guidance to remove obstacles as they arise.
Serve as a technical resource for in-house coworkers, traveling service technicians, and internal leaders.
Establish KPIs to evaluate technical support response performance.
Partner with the warranty specialist by supporting material evaluation to inform warranty consideration.
Track service and warranty data to support cross-functional improvements.
Provide clear technical expertise to customers and act as a subject matter expert for complex field service support.
Visit customers when required to troubleshoot and/or communicate technical information.
Provide instruction at Vilter training sessions.

What you bring

Bachelor’s degree plus 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.
Strong communication and customer service skills.
Ability in team development and leadership.
Capability to understand a wide variety of technical concepts with minimal guidance.
Experience resolving technical customer issues and communicating technical concepts clearly and concisely.
Willingness to travel up to 15%.
Fluency in written and spoken English.
Legal authorization to work in the United States (Copeland will not provide sponsorship for this role).

Helpful background (preferred)

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

Hybrid collaboration expectations

This role is hybrid eligible with an office presence requirement of at least three days per week. Colleagues are expected to maintain a collaboration-first mindset, with flexibility to adjust hybrid days based on business needs.

Benefits and support for your life outside work

Medical insurance plans
Dental and vision coverage
401(k) and more
Flexible time off plans
Paid parental leave
Vacation and holiday leave

Inclusion and people development

Copeland is an Equal Opportunity/Affirmative Action employer. The company emphasizes inclusion and belonging, welcoming individuals of all backgrounds and perspectives, and treating people fairly to build a stronger workforce. Employees receive flexible and competitive benefits and investment in end-to-end development from onboarding through senior leadership.

Technical Support Manager