Engineer I Technical Service

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 

JOB OBJECTIVES

To deliver comprehensive after-sales technical support for all White Rodgers products, including thermostats and heating products, to a diverse customer base, including homeowners, contractors, and internal teams. This role focuses on troubleshooting complex issues, enhancing customer satisfaction, and leveraging engineering expertise to provide effective solutions in a fast-paced technical environment.
To continually innovate in order to ensure that the department is offering the best level of service in terms of services and equipment.

RESPONSIBILITIES

Provide technical support for all White Rodgers products (thermostats and heating products) for all channels, including internal customers like inside sales and customer service.
Handle inbound calls with a focus on troubleshooting and resolving complex technical issues.
Document cases in Salesforce and contribute to knowledgebase entries.
Provide appropriate solutions to all client inquiries.
Create new solutions where and when necessary and recommend changes to existing solutions.
Review knowledge base solutions to ensure the overall quality of our knowledge base and online support capabilities. 
Develop proficiency in all Copeland White- Rodgers products from a technical perspective.
Perform release testing of client scenarios prior to a new Copeland White- Rodgers product release.
Deliver in-depth support and solutions to ensure customer satisfaction post-purchase. Assist in various projects as assigned.

WORK EXPERIENCE OR TRAINING

Average to above average electrical and mechanical engineering background.
Experience in customer support/help desk environment (preferred)

SKILLS AND ABILITIES

Excellent communication skills with the ability to provide advice to non-technically aware customers (either internally or externally).
Excellent telephone etiquette.
Ability to assume cross-trained functions in the event of low utilization.
Ability to assume backup functions in the event of skills and capacity constraints.
Computer application skills such as MS Office Applications, Mainframe, and other Business Systems and Tools

OTHER WORK CONDITIONS

Willing to work on shifting operations which may include weekends with scheduled days off to support the assigned business and customers.
Must be able to effectively and independently function while maintaining a positive energy level in an environment of constant shifting demands.

COMPETENCY PROFILE

Ability to analyze issues
Drive for results
Ability to foster teamwork
Ability to build relationships

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