Product Support Specialist

2 weeks ago

Brantford, Canada Copeland Full time

If you are an HVAC/R Product Support Specialist looking for an opportunity to grow, Copeland has an exciting opportunity for you Based in our Brantford, ON location, the Product Support Specialist partners with customers as the point of escalation for customer demands and assists with all technical matters. In addition to the responsibilities below, this position requires a highly motivated individual who flourishes when solving urgent and complex issues in a fast-paced multifaceted environment.

**AS A PRODUCT SUPPORT SPECIALIST, YOU WILL**:

- Responsible for Oracle item creations, item status maintenance, engineering change orders/bill of material additions, pertaining to NEW product releases, obsolescence and engineering change notices.
- Responsible for technical support for Operations (bill of material, assembly aides, etc.) for products packaged at Copeland Canada.
- Provide support to Product Planning and Marketing departments with the preparation of, co-coordinating product releases, obsolescence of products and marketing bulletins.
- Responsible for Regulatory compliance of Copeland product(s), and liaison responsibilities with UL regulatory agency / inspector, and Copeland Sidney HQ.
- Backup role as a technical support specialist for compressor data, cross reference and parts inquiries received from external customers.
- Responsible for compressor inspections performed at Copeland Canada. Inspect compressor warranty returns and determine root cause of failure. Prepare written inspection reports for warranty administrator.
- Primary role as a technical support specialist for Customer Service Representatives (Customer Support team) Provide support to Training Specialist for the delivery of customer training to OEM's, Wholesalers, and Contractors where applicable as determined by the Technical Services Manager.

**WHO YOU ARE**:
You anticipate customer needs and provide services that excite customers. You find opportunities that benefit the customer. You display a positive outlook in good and bad times. You thrive in solving sophisticated challenges and building customer trust.

**REQUIRED EDUCATION, EXPERIENCE, & SKILLS**:

- Degree or Diploma in a HVAC/R field
- Excellent communication and customer service skills.
- Excellent technical writing skills and data analysis to prepare reports and respond to customer inquiries.
- Knowledgeable in refrigeration & air conditioning systems, hand tools, and installation/repair/maintenance techniques.
- Strives for continuous personal development and improvement.
- Ability to travel up to 15% Canada and US. Legal authorization to work within Canada - Sponsorship will not be provided for this role.

**PREFERRED EDUCATION, EXPERIENCE, & SKILLS**:

- BS in Mechanical Engineering or CET in HVAC/R Engineering.
- Five (5)+ years of experience in a customer-facing role for a manufacturer, wholesaler, or OEM.
- Experience as a Service Technician or in a Technical Support role. Bilingual (French)

**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.

We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to bring this purpose to life while competing and leading in a global economy. Our training programs focus on end-to-end development, from onboarding through senior leadership.

Flexible and competitive benefits plans offer the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, defined contribution pension plan, tuition reimbursement, and more. We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

Our success is measured by the positive impact we make on people, our communities, and the world through our unwavering focus on environmental, social, and regulatory progress. Learn more about us

**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.

**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, n

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