Technical Support Specialist

2 weeks ago

Cudahy, Wisconsin, United States Copeland Full time
About Us

We are a worldwide leader in climate technology dedicated to sustainability. Our mission is to develop efficient and sustainable environments for residential, commercial, and industrial applications through advanced HVACR solutions. We safeguard temperature-sensitive products throughout the cold chain and enhance comfort for individuals globally.

Our cutting-edge engineering, design, and manufacturing, combined with leading brands in compression, controls, software, and monitoring solutions, pave the way for next-generation climate technology tailored to meet the demands of the future.


Whether you are a seasoned professional seeking a career transition, an undergraduate exploring your first role, or a recent graduate with an advanced degree, we offer opportunities that encourage innovation, challenge, and impact.

Join our team and embark on your journey today.


If you are a Technical Support Specialist eager to advance your career, we have an exciting opportunity within our Industrial division. This role is pivotal in supporting our business operations.

Located in our Cudahy, WI facility, the Technical Support Specialist serves as the primary contact for customer inquiries and assists with all technical issues.

This position demands a highly motivated individual who excels at resolving urgent and complex challenges in a dynamic, multifaceted environment.


AS A TECHNICAL SUPPORT SPECIALIST, YOU WILL:


Provide exceptional customer service that surpasses client expectations through innovation and continuous improvement, requiring minimal supervision.


Manage and prioritize support requests received via our shared department inbox, customer calls, or internal referrals.

Contribute to improved business processes and metrics by delivering results-oriented outcomes.

Collaborate across functions to resolve complex technical issues with limited information.

Coordinate with new build value streams to stay informed about and autonomously manage upcoming field service needs.

Design and develop maintenance tools and critical spare part packages for legacy systems.

Analyze field data and operational conditions to provide actionable recommendations to clients.

Assist the parts department with part number identification.

Support external clients, as well as Vilter service technicians and other internal team members, ensuring smooth resolution of technical issues related to installation, operation, maintenance, and repair of Vilter equipment.

Document and monitor field incidents in our system and initiate data requests or identify field trends.

Contribute to the development of training materials for Vilter training programs and internal education.


Review parts and equipment returned through the RMA process and collaborate with other departments to implement corrective actions.


Utilize Vilter's business software for daily operations related to warranty and support, including order entry and stock status inquiries.

Willingness to travel to client locations for startup, repairs, maintenance, or inspections.

Engage with trade associations and participate in conferences as required.

Initiate and follow through on continuous improvement projects aligned with the needs of the Lifecycle Services department.

Ensure compliance with all safety, health, and environmental regulations.

Required Education, Experience, & Skills


Associate's Degree in a technical discipline or 3+ years of experience in an industrial service role may be considered in lieu of a degree.

Five (5)+ years of experience in a customer-facing position for a manufacturer or OEM.

Strong communication and customer service skills.

Proficient technical writing skills and data analysis capabilities to prepare reports and respond to inquiries.

Skilled in Microsoft Office Suite applications, including MS Word and Excel.

Familiarity with basic machine shop equipment, hand tools, and industrial repair techniques.

Commitment to continuous personal development and improvement.

Fluent in written and spoken English.

Ability to travel up to 20%.

Legal authorization to work in the United States – sponsorship will not be provided for this role.

Preferred Education, Experience, & Skills

Bachelor's Degree in Mechanical or Industrial Engineering.

Experience as a Service Technician or in a Technical Support capacity.

Familiarity with vibration analysis, industrial refrigeration, industrial chillers, or gas compression.

Experience or certification in Electronics, Electrical Engineering, or PLC programming.

Bi-lingual (Spanish) is a plus.

Working Conditions:
This position operates in a standard office environment with some interaction with the manufacturing floor. Travel to client sites, trade shows, or other company locations may be required.

Our Commitment to Our People

We are united by a singular purpose: Sustainability is a significant ambition. Everything we do is focused on a sustainable future—for our generation and those to come.

Through innovative HVACR technology and cold chain solutions, we are reducing carbon emissions and enhancing energy efficiency across various environments, from residential to commercial to industrial.

Our employees are our greatest asset.

We believe that our culture of passion, openness, and collaboration empowers us to work towards a common goal - making the world a better place.

We invest in the comprehensive development of our people, from onboarding through senior leadership, enabling them to thrive both personally and professionally.


Flexible and competitive benefits plans provide options to meet individual and family needs: medical insurance, dental and vision coverage, 401(k), and more.

We offer flexible time off plans, including paid parental leave, vacation, and holiday leave.


Together, we have the opportunity – and the power – to continue revolutionizing the technology behind air conditioning, heating, and refrigeration, while cultivating a better future.

Learn more about us and how you can join our team.

Our Commitment to Diversity, Equity & Inclusion

We believe that fostering a diverse, equitable, and inclusive environment is crucial to our success.

We are dedicated to creating a culture where every employee feels welcomed, heard, respected, and valued for their unique experiences, ideas, perspectives, and expertise.

Ultimately, our diverse and inclusive culture drives industry-leading innovation, enhances our customer service, and positively impacts the communities we serve.

Work Authorization

We will only employ individuals who are legally authorized to work in the United States. This position does not offer sponsorship.

Individuals with temporary visas or those requiring sponsorship for work authorization are not eligible for hire.

Equal Opportunity Employer

We are 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 from discrimination or harassment.

With $5B in global revenue, we are a leading provider of compression products, electronics, software, and solutions across various applications within HVACR, where macro and regulatory trends towards environmental sustainability lead to advancements in technology. Our product portfolio also includes heating applications, food service and retail, transportation, and healthcare/life sciences.

This new business segment offers solutions that manage, monitor, and control refrigeration units in commercial settings, as well as software solutions that track and monitor temperature conditions of refrigerated goods in transit, emphasizing energy management and sustainability solutions globally.

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