Engineer Technical Support I

Technical Support Specialist – HVAC & Refrigeration Systems

We 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.

We are a sustainable company engaged to the values of Excellence, Innovation, Collaboration, Respect, and Responsibility. We seek professionals who share our vision of creating sustainable solutions that improve lives and protect the planet, today and for future generations. We are looking for your talent, join our team and start your journey today!

Position Overview

We are seeking a highly motivated Technical Support Specialist to join our team. This role is responsible for providing remote and on-site support for HVAC & Refrigeration systems, ensuring efficient problem resolution, accurate reporting, and excellent customer service. The position will be full onsite during the first 6 months for training before transitioning into a hybrid/remote setup (if applicable).

Key Responsibilities

• Provide technical support for HVAC & Refrigeration systems via chat, email, and phone.
• Troubleshoot, diagnose, and resolve technical issues, guiding customers with step-by-step solutions.
• Establish and maintain remote connections with new and existing stores.
• Perform programming, set point configuration, and maintain accurate logs of system changes.
• Generate daily, monthly, and executive reports including trends, dashboards, infographics, and recommendations for improvement.
• Document error reports, monitor performance metrics, and escalate critical issues when required.
• Update call-tracking systems, project spreadsheets, and client records.
• Deliver technical training to external personnel.
• Stay up to date on company products, services, and equipment protocols.
• Collaborate with clients, vendors, and coworkers, ensuring positive and professional communication.
• Complete all required paperwork and reporting tasks as assigned by the supervisor.

Requirements

• Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Electromechanical Engineering, or a related field (not IT).
• Proven experience in technical support, preferably in HVAC & Refrigeration systems.
• Strong troubleshooting and problem-solving abilities.
• Hands-on experience with programming, set point configuration, and performance monitoring.
• Proficiency in preparing reports, dashboards, and technical documentation.
• Excellent verbal and written communication skills, with diplomacy and tact when handling sensitive issues.
• Customer-focused mindset with ability to prioritize multiple requests.
• Advanced proficiency in MS Office (Excel, PowerPoint, Word) and reporting tools.
• Intermediate to advanced English (written and spoken).
• Availability to work onsite full-time for the first 6 months as part of the training program.

Core Competencies

• Analytical and detail-oriented mindset.
• Strong organizational and time-management skills.
• Effective communication and interpersonal abilities.
• Proactive, adaptable, and able to perform under pressure.
• Team player with a customer service orientation.

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 to demonstrate a 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 to determine when you should be in office to drive meaningful connections and to best serve our customers.

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. 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 Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.

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, or disability. We are committed to providing a workplace free of any discrimination or harassment.

No calls or agency requests please.