Senior Manager Technical Support and Professional Services

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 Description

The Sr. Manager of Technical Support and Professional Services for Cold Chain is a pivotal role responsible for leading a team that supports the full suite of Cold Chain products, including Technical Support, Project Engineering, and Professional Services offerings such as third-party integrations programming and customized interface screens. This leader will ensure world-class service delivery by monitoring and optimizing KPIs, driving customer-centric initiatives through listen-and-respond strategies, and maintaining adherence to customer Service Level Agreements (SLAs).

As a Sr. Manager of Technical Support & Professional Services, You Will:

• Technical Support Management: Oversee 24/7 global technical support operations, improve first-call resolution, and standardize tools and processes for consistent service delivery.
• Professional Services Delivery: Manage third-party integrations, custom solutions, and service innovation, collaborating with engineering, product, and sales teams to meet customer needs.
• Customer Engagement & SLA Management: Monitor service performance, customer satisfaction, and KPIs, ensuring SLAs are met and addressing customer pain points through continuous improvement initiatives.
• Team Leadership & Strategic Initiatives: Lead and mentor a diverse technical team, foster a culture of innovation, and align service strategies with business goals to drive operational excellence and cost efficiency.

Required Education, Experience, & Skills:

• 8+ years of experience in technical support, project engineering, or professional services, with at least 5 years in a leadership role.
• Proven experience managing teams in a high-pressure, customer-facing environment.
• Strong knowledge of professional services offerings
• Excellent analytical skills with the ability to monitor KPIs and drive data-informed decisions.
• Ability to travel around 20% at a time
• Legal authorization to work in the United States - Sponsorship will not be provided for this position.

Preferred Education, Experience, & Skills:

• Bachelor's degree in engineering, Computer Science, or a related field.
• Exceptional communication and interpersonal skills with a customer-first mindset.
• Proficiency in service delivery tools and platforms (e.g., Genesys, Oracle, QuickBase).
• knowledge of Cold Chain products

Why Work in the Greater Metro Atlanta Area
Our facility is located in Kennesaw, GA, which is conveniently located within driving distance to Atlanta and historic downtown Kennesaw. The area offers excellent school systems, an abundance of outdoor walking trails, and low crime rates to create a family-friendly environment. The area is surrounded by 
several growing communities, with restaurants, festivals, shopping, and outdoor activities that make them exciting places to live and work.

About Our Location
Our Cold Chain business unit, headquartered in Kennesaw, is the leading provider of electronic controls and optimization services for supermarket, convenience store, restaurant, and refrigerated transportation customers and the OEMs that serve them. The business unit is comprised of multiple acquisitions 
organized to add value to Copeland’s world-leading products through control, connectivity, and monitoring. The business generates half of its revenue outside of North America and employs over 1,200 people globally. Headquartered in the Greater Atlanta are