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Field Support Specialist

3 months ago

Cudahy, United States Copeland Full time

About Us 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. 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 If you are a Field Support Specialist looking for an opportunity to grow, Copeland Industrial has an exciting opportunity for you This role is an exciting opportunity to support the Industrial business. Based in our Cudahy, WI location, the Field Support Specialist partners with customers as the point of escalation for customer demands and assists with all technical matters. In addition to the responsibilities below, this position requires a highly motivated individual who flourishes when solving urgent and complex issues in a fast-paced multifaceted environment. AS A FIELD SUPPORT SPECIALIST, YOU WILL: Deliver consistent, outstanding customer service that exceeds customers’ needs through strong customer service, innovation, and continuous improvement, with minimal supervision. Lead, manage, and initiate action on support requests that come to the shared department inbox, from customer calls or from internal referrals. Deliver result-based outcomes and be a key contributor of improved business processes and metrics. Work cross-functionally to drive the resolution of sophisticated field technical problems with limited information. Work closely with new build value streams to maintain awareness of and autonomously coordinate upcoming field service requirements. Develop and design maintenance tooling and critical spare part packages for legacy equipment. Analyze field data and operating conditions and provide recommendations to customers. Provide support for the parts department with part number identification.Support external customers, as well as Vilter traveling service technicians and other internal team members, with smooth resolution of technical matters related to installation, setup, operation, maintenance, and repair of Vilter equipment. Document and track field incidents in the system and raise data requests or field trends. Assist with content development for use in Vilter training schools and internal training. Review parts and equipment returned through the RMA process and collaborate with other departments to resolve short and long-term corrective actions. Use Vilter’s business software system to perform daily operations related to warranty and support, such as order entry, determining stock status, referencing past order information and status, etc. Ability to travel to customer sites and perform startup, repairs, maintenance, or inspections. Be involved with trade associations, such as RETA, and able to attend and assist at conferences as needed. Initiate and follow through on continuous improvement projects related to the business needs of the Lifecycle Services department. Ensure that all government and company requirements relating to safety, health, and the environment are rigorously adhered to. Required Education, Experience, & Skills Associate's Degree in a technical field or 3+ years in an Industrial service field will be considered in lieu of a degree. Five (5)+ years of experience in a customer-facing role for a manufacturer or OEM Excellent communication and customer service skills Excellent technical writing skills and data analysis to prepare reports and respond to customer inquiries Proficient in Microsoft Office Suite applications, including MS Word and Excel Knowledgeable of basic machine shop equipment, hand tools, and industrial repair/maintenance techniques Strives for continuous personal development and improvement Fluent in written and spoken English Ability to travel up to 20% Legal authorization to work within the United States – Sponsorship will not be provided for this role. Preferred Education, Experience, & Skills Bachelors Degree in Mechanical or Industrial Engineering Experience as a Service Technician or in a Technical Support role Experience with vibration analysis, industrial refrigeration, industrial chillers, or gas compression Experience or certification in Electronics, Electrical Engineering, or PLC programming. Bi-lingual (Spanish) Working Conditions: This position is based in a typical office environment with some interaction with the manufacturing floor. Will travel to client sites, trade shows, or other Copeland locations. 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. If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: copeland.careers@copeland.com With $5B of global revenue, Copeland is a leading provider of compression products, electronics, software, and solutions across many applications within Heating, Ventilation, Air Conditioning, and Refrigeration (HVACR), where macro and regulatory trends towards environmental sustainability, leads to changes in HVACR technology. Other products include other heating applications, food service and retail, transportation, and healthcare/life sciences. This new business also has a solution portfolio that manages, monitors, and controls refrigeration units in the commercial setting, as well as software solutions that measure and monitor temperature conditions of refrigerated goods in transit, where there is a greater emphasis on energy management/sustainability solutions globally.