Job Details
Qualifications
- Associate's degree
- Bachelor's degree
- IIS
- Microsoft Excel
- Microsoft Powerpoint
- Remote access software
- TCP
Benefits
- 401(k)
- Health insurance
- Paid parental leave
- Tuition reimbursement
- Vision insurance
Job Description
If you are a TECHNICIAN OR SUPPORT CENTER TECHNICIAN looking for an opportunity to grow, Copeland has an exciting opportunity for you! Reporting to our Kennesaw, GA location ( You can be located anywhere in GA ), you will be responsible for managing inbound customer support calls and executing several customer engagement initiatives simultaneously, including assisting and supporting installation, programming, new store onboarding, alarm commissioning, and troubleshooting of products and services. Calls taken by this group are typically detailed and require a medium level of expertise to resolve. In this role, you will track and prioritize customer engagement initiatives, maintain customer uptime and success, and drive the overall success of engagements to ensure the end-user customer satisfaction goals are met. It is critical for this position to collaborate closely with internal engineering and product support teams as a part of the Customer Success team. The Support Center Technician must maintain professional and technical acumen while supporting strategic food retail accounts within the United States. Rotational on-call responsibilities include evenings and weekends.
AS A SUPPORT CENTER TECHNICIAN:
Facilitate ongoing engagement with customers to resolve their concerns.
Gather customer information, analyze symptoms, and determine the underlying issue.
Remotely diagnose issues caused by operating systems, IIS, network, database, computer hardware, antivirus, firewalls, etc. using VPN or remote desktop applications.
Respond to support-related emails, phone calls, and other electronic communications.
Perform administrative-level support, confirming the validity of the problem and seeking known solutions.
Perform software installations/upgrades and training remotely when requested by customers.
Train new associates and sales personnel, as needed.
Track and report on daily records and workflow.
Assist the Account Delivery Manager with the development, creation, and modification of training courses in eLearning to help grow the level of product knowledge within the team.
Develop, build, modify, and submit technical support documentation and procedures to our support knowledge base.
WHO YOU ARE:
You are highly effective in understanding the customer to gather fresh insights. You convert ideas into actions and produce results with new initiatives. By understanding the importance of internal customer relationships, you can create new connections and build relationships with others on your team or department. You use your listening skills to offer both input and discussion.
REQUIRED EDUCATION, EXPERIENCE & SKILLS:
Bachelor’s degree (Information Technology/technical field preferred) or associate's (AA) degree, or the equivalent of two (2) years of work experience related to refrigeration, HVAC, and BAS controls, and external customer-facing experience directly with troubleshooting
Capable of facilitating inbound calls and requests by demonstrating customer service skills
Mature, professional demeanor and proven ability to work well in a fast-paced and collaborative work environment
Basic knowledge of TCP/IP networking and network troubleshooting/diagnostic skills
Ability to travel up to 10% of the time
Legal Authorization to work in the United States - sponsorship will not be provided for this role.
PREFERRED EDUCATION, EXPERIENCE & SKILLS:
Three (3) years of experience in HVACR controls
Two (2) years of BAS, BMS, or facility controls experience
Three (3) years of MS Office Suite experience, including Excel, Word, PowerPoint, Outlook Email, OneNote
Two (2) years of Information Technology background
Experience working after hours, on weekends, and on holiday rotations
Knowledge of food safety in low and medium-temperature applications
Food retail case controller experience
Previous field or contractor installation experience
Electrical print and communication troubleshooting experience
#LI-YM1
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), tuition reimbursement, and more. We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), 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: idisability.administrator@emerson.com.
About Copeland
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.
Every day, our global workforce fulfills our unified purpose and lives out the values we hold close as an organization: Integrity, Safety and Quality, Support Our People, Customer Focus, Continuous Improvement, Collaboration, and Innovation.
Our causes – Planet, Humanity, Champion, Inclusion, and Future – shape, define, and fuel Copeland’s culture while inspiring our innovative spirit and driving our focus.
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!
No calls or agency requests please.