Copeland is seeking a Technical Support Engineer I to provide expert technical support for our HVAC and lighting systems. In this hands-on role, you will be responsible for remote troubleshooting, client interaction, and detailed reporting to ensure optimal system performance.
What You'll Do
- Provide customer remote support for issues in HVAC controllers via chat, email, and calls.
- Guide customers step-by-step to resolve technical problems and follow up on queries.
- Prioritize customer issues and escalate serious technical problems as needed.
- Document error reports and monitor performance metrics.
- Establish and manage remote connections with new and existing stores.
- Update the call-tracking system with required information.
- Perform programming and set point configuration and track changes.
- Provide technical training to external personnel.
- Create comprehensive executive reports with trends, graphs, dashboards, and suggestions.
- Update the external new projects spreadsheet.
- Report and solve problems with controllers.
- Maintain proficiency in all company products and services, including installation, programming, and equipment protocols.
What We're Looking For
- Proven experience in technical support, specifically with HVAC or building control systems.
- Strong ability to troubleshoot technical issues remotely and guide customers through solutions.
- Excellent communication skills for client interaction via multiple channels.
- Experience with system configuration, programming, and set point management.
- Ability to prioritize tasks, escalate issues appropriately, and maintain detailed documentation.
- Skill in creating reports and analyzing performance data.
- A commitment to continuous learning to stay proficient with product updates.
Team & Environment
You will join a team that values excellence, innovation, collaboration, respect, and responsibility. Our culture is built on these principles.
Work Mode
This position is onsite.
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.
