Copeland

Project Manager

• Coordinate and execute small to mid-size technical projects within Copeland’s Cold Chain Professional Services organization
• Manage projects from initiation through closeout, ensuring approved scope, schedule, budget, quality, and safety requirements are met
• Coordinate internal and external resources, including Field Service Managers, Technicians, Project Engineers, and subcontractors
• Maintain complete project documentation, schedules, logs, forecasts, and closeout records
• Track project revenue, costs, margins, labor, and material usage
• Support monthly forecasting and provide S&OP inputs on labor demand and equipment volume
• Serve as the primary day-to-day project contact for customers
• Provide project status updates and escalate risks or issues
• Liaise with engineering and technical teams
• Guide Project Coordinators and collaborate with Field Service Managers and Technicians
• Participate in account meetings, project reviews, lessons learned, and continuous improvement initiatives
• Maintain project data in required systems and follow PMO governance and Copeland processes
• Review active projects, validate new project scope and execution plans, track capacity needs, and recommend solutions

Customer Support

• Enter and confirm purchase orders using Copeland system prices
• Monitor order and shipment status
• Coordinate with customers and forwarders on logistics to ensure timely shipments
• Follow up on accounts receivable and ensure timely payments
• Manage product lead times
• Expedite orders, correct invoices, and manage return goods authorization/direction
• Coordinate special build and drop-off orders
• Maintain office supplies and stationery, send and receive parcels, and print business cards
• Coordinate office maintenance with property management
• Coordinate hotel and car bookings for Copeland employees
• Lead and manage customer service operations in SEA to achieve service, quality, and productivity targets
• Establish and maintain customer service standards and processes
• Drive continuous improvement initiatives to enhance customer satisfaction and operational performance
• Monitor customer satisfaction metrics, complaints, and response times
• Coach, develop, and motivate customer service teams
• Manage escalations and resolve customer issues
• Collaborate with sales, operations, supply chain, and finance teams
• Ensure compliance with company policies, procedures, and regional regulatory requirements
• Perform annual performance reviews for the team
• Support Copeland exhibitions, seminars, and training in local countries
• Act as a backup for team members when necessary

Customer Service Manager

Sales

• Achieve and exceed annual and quarterly sales budgets and revenue targets
• Manage, develop, and mentor the channel sales team
• Expand and strengthen channel reach across India
• Assess, optimize, and strengthen the channel network
• Ensure adoption and utilization of CRM systems for pipeline management, forecasting accuracy, and performance tracking
• Drive growth through increased penetration in SSI OEM and contractor segments
• Build, maintain, and enhance relationships with key channel partners

Director, Channel Sales

Sales Engineer

• Serve as a trusted customer partner and technical subject matter expert for refrigeration, HVAC, and lighting controls and applicable services
• Serve as an OEM application expert
• Understand controls and services market trends and competitive capabilities
• Collaborate with the sales team on customer-facing engagements as the technical sales and OEM application expert
• Engage Solution Architecture, Product Management, Systems Engineering, and Engineering when needed
• Create high-level technical requirements for new OEM opportunities, including hardware bills of material, third-party device integrations, control panels, base programming files, distributed controllers, and field services
• Collaborate with Copeland execution teams to ensure successful deployment of controls, integrations, and other services
• Work with Account Executives for assigned OEM customers
• Cross-functionally collaborate with Project Management, Product Management, Field Services, Solution Architects, Technical Services, System Engineering, and Professional Services
• Interact with Commercial teams across the Americas and Product/Engineering teams in Kennesaw, Georgia; Belluno, Italy; Eden Prairie, Minnesota; and Sidney, Ohio

Technical Sales Engineer – HVACR Controls

Application Engineer

• Provide technical support for the full Copeland product portfolio, including compressors, controls, and accessories, to customers in Colombia and Venezuela
• Select products
• Develop application profiles and technical bulletins
• Administer warranties
• Coordinate samples
• Conduct customer training at designated locations
• Develop cross references and specific documentation supporting commercial initiatives
• Provide production line support for pilot runs
• Provide field support and troubleshooting
• Liaise between end users and OEMs to identify opportunities to specify Copeland products
• Interact proactively with Product Engineering, Marketing, Customer Service, Quality, and Sales through designated tasks to enhance customer support
• Represent Copeland at industry forums and conferences

Applications Engineer

Solutions Engineer

• Develop and deliver comprehensive training programs on Copeland’s products and technologies to end users, wholesaler staff members and contractors
• Create and maintain training materials, presentations, handouts and technical documentation
• Collaborate with wholesaler staff to administer on-site training sessions at branches for contractors and end users
• Collaborate with product management and marketing teams on product launches and updates
• Evaluate training effectiveness through participant feedback and performance assessments
• Monitor industry trends, technological advancements and best practices
• Participate in industry events and tradeshows
• Share knowledge and experiences internally
• Collaborate with account owners to develop HVACR and cold-chain solutions, including CO2 solutions, tailored to customer needs
• Analyze customer requirements and business objectives to design tailored system architectures
• Integrate offerings into cohesive end-to-end solutions
• Create technical specifications and solution designs ensuring scalability, performance and efficiency
• Conduct technical discovery sessions with contractors
• Develop and present solution proposals, including technical designs, ROI analyses and implementation roadmaps
• Participate in internal account planning and identify solution-selling opportunities
• Support upsell, cross-sell and new-customer acquisition opportunities
• Provide support to customers outside Australia/New Zealand as needed
• Perform related duties assigned by the Supervisor

Project Manager

Customer Service Manager

Director, Channel Sales

Technical Sales Engineer – HVACR Controls

Applications Engineer

Technical Trainer – Solution Architect