Job Description

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!

The Manager, Professional Services & Support – Controls is responsible for leading Copeland’s Controls technical delivery capability across programming, integrations, system configuration, commissioning enablement, and advanced technical support. This role ensures the successful implementation and sustainment of complex controls solutions across food retail and cold chain environments.

This leader drives technical excellence across Controls Professional Services and Support byestablishingstandards, enabling scalable delivery models, and ensuring teams are equipped to support Copeland’s growing installed base of controls platforms and connected assets.

The roleoperatesat the intersection of technical delivery, solution enablement, and support, ensuring complex customer programs are supported with theappropriate expertise, documentation, and governance. The Manager will work closely with Project Services, Field Services, Engineering, and Product teams to support repeatable and high-qualitycontrolssolutions across Copeland’s portfolio.

AS A MANAGER,PROJECT SERVICES-CONTROLS,YOU WILL:

• Lead the organization responsible forcontrolsprogramming, integrations, configuration, commissioning enablement, and advanced technical support.

• Provide technical leadership to ensure consistent execution acrosscontrolsplatforms including system architecture, integrations, and controls support delivery.

• Establish andmaintaintechnical standards, documentation, and best practices for Controls services and support delivery.

• Enable successful support of large-scale controls programs, including food retail modernization initiatives and CO₂ system deployments.

• Ensure teams are equipped with the tools, documentation, and trainingrequiredto support deployedcontrolssolutions effectively.

• Act as a technical escalation point for complex system, integration, or commissioning challenges requiring advancedcontrolsexpertise

• Monitor and improve performance against defined service level commitments, technical KPIs, and delivery outcomes.

• Strengthen collaboration across Professional Services, Project Services, Field Services, Engineering, and Product Management to support end-to-end solution delivery.

• Support the development of scalable service offerings and repeatable technical solutions that drive lifecycle services growth, including growth of technical support.

• Build technical capability within the organization through employee development, coaching, and skills progression.

• Drive continuous improvement initiatives focused on delivery efficiency, solution quality, and operational scalability.

Daily & Monthly Activities

• Monitor technical workload, backlog, and resource capacity across Controls Professional Services and Support teams, including support case volumes.

• Report outon customer SLA performance, own SLA execution.

• Track and report performance against delivery metrics, service commitments, and technical KPIs.

• Identifyand address technical delivery risks, capacity gaps, or process issues affecting execution and support.

• Conduct root cause analysis on recurring technical issues or escalations to prevent future occurrences.

• Support workforce planning and technical capability development across distributed teams.

• Support and/or lead transitioning workflows for case management from legacy systems to modern platforms.

• Maintain governance processes for technical solution reviews, escalation management, and delivery quality, including with customer support teams.

• Partner with Engineering and Product teams to improve solution reliability, deployment readiness, and supportability.

• Ensure consistent technical execution across programming, integrations, configuration, and support activities.

REQUIRED EDUCATION, EXPERIENCE, & SKILLS:

• Bachelor’s degree in Engineering, Computer Science, or related technical field.

• Strong background in HVACRcontrolssystems, programming, integrations, and system architecture.

• 5+ years of leadership experience within professional services, technical delivery, or engineering organizations.

• Experience supporting complex customer deployments involvingcontrolsprogramming, integrations, or commissioning.

• Familiarity with service delivery metrics including SLA performance, technical KPIs, and customer outcomes.

• Strong organizational, prioritization, and escalation management skills.

• Experience working with global or distributed technical teams.

PREFERRED EDUCATION, EXPERIENCE, & SKILLS:

• A technically credible leader with deep experience in HVACRcontrolssystems and solution delivery.

• Able to translate complex technical challenges into clear execution plans and operational priorities.

• Experienced in leading teams responsible for technical delivery and support in customer-facing environments.

• Comfortable operating in matrixed organizations with cross-functional collaboration.

• Focused on building scalable processes and repeatable technical solutions.

• A strong coach and mentor who develops technical talent and fosters engineering discipline.

• Experience supporting or leading system platform migrations and digital tool transitions, including requirements definitions, workflow redesign, data migration, and user adoption.

Collaboration First Hybrid Work Arrangements: 

This role is hybrid eligible with the requirement to be in office at least three days per week. Colleagues are expected to demonstrate a collaboration first mindset, which is the understanding that teams will work together in-person and colleagues should be flexible to adjust their hybrid days based on business needs. You will have an opportunity to work with your team and leader to determine when you should be in office to drive meaningful connections and to best serve our customers.  

#LI-KP1 #LI-Hybrid

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 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.

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.

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