About UsWe are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.
Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!
Job DescriptionThe Sr. Manager of Technical Support and Professional Services for Cold Chain is a pivotal role responsible for leading a team that supports the full suite of Cold Chain products, including Technical Support, Project Engineering, and Professional Services offerings such as third-party integrations programming and customized interface screens. This leader will ensure world-class service delivery by monitoring and optimizing KPIs, driving customer-centric initiatives through listen-and-respond strategies, and maintaining adherence to customer Service Level Agreements (SLAs).
As a Sr. Manager of Technical Support & Professional Services, You Will:- Technical Support Management: Oversee 24/7 global technical support operations, improve first-call resolution, and standardize tools and processes for consistent service delivery.
- Professional Services Delivery: Manage third-party integrations, custom solutions, and service innovation, collaborating with engineering, product, and sales teams to meet customer needs.
- Customer Engagement & SLA Management: Monitor service performance, customer satisfaction, and KPIs, ensuring SLAs are met and addressing customer pain points through continuous improvement initiatives.
- Team Leadership & Strategic Initiatives: Lead and mentor a diverse technical team, foster a culture of innovation, and align service strategies with business goals to drive operational excellence and cost efficiency.
Required Education, Experience, & Skills:- 8+ years of experience in technical support, project engineering, or professional services, with at least 5 years in a leadership role.
- Proven experience managing teams in a high-pressure, customer-facing environment.
- Strong knowledge of professional services offerings
- Excellent analytical skills with the ability to monitor KPIs and drive data-informed decisions.
- Ability to travel around 20% at a time
- Legal authorization to work in the United States - Sponsorship will not be provided for this position.
Preferred Education, Experience, & Skills:- Bachelor's degree in engineering, Computer Science, or a related field.
- Exceptional communication and interpersonal skills with a customer-first mindset.
- Proficiency in service delivery tools and platforms (e.g., Genesys, Oracle, QuickBase).
- knowledge of Cold Chain products
Why Work in the Greater Metro Atlanta AreaOur facility is located in Kennesaw, GA, which is conveniently located within driving distance to Atlanta and historic downtown Kennesaw. The area offers excellent school systems, an abundance of outdoor walking trails, and low crime rates to create a family-friendly environment. The area is surrounded by
several growing communities, with restaurants, festivals, shopping, and outdoor activities that make them exciting places to live and work.
About Our LocationOur Cold Chain business unit, headquartered in Kennesaw, is the leading provider of electronic controls and optimization services for supermarket, convenience store, restaurant, and refrigerated transportation customers and the OEMs that serve them. The business unit is comprised of multiple acquisitions
organized to add value to Copeland's world-leading products through control, connectivity, and monitoring. The business generates half of its revenue outside of North America and employs over 1,200 people globally. Headquartered in the Greater Atlanta area, the business has major operations in Minnesota, Italy, Mexico, Brazil, China, and the Philippines. The Cold Chain business helps ensure that food safely and efficiently travels from farm to fork. With the blend of businesses and functions represented under this one roof, there are many opportunities for advancement within the Kennesaw location.
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Our Commitment to Our People Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future-for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.
Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.
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.
Together, we have the opportunity - and the power - to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!
Our Commitment to Diversity, Equity & Inclusion At Copeland, we believe having a diverse, equitable and inclusive environment is critical to our success. We are committed to creating a culture where every employee feels welcomed, heard, respected, and valued for their experiences, ideas, perspectives and expertise. Ultimately, our diverse and inclusive culture is the key to driving industry-leading innovation, better serving our customers and making a positive impact in the communities where we live.
Work Authorization Copeland will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1 with OPT or CPT, H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
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