Shift Leader Technical Support

Job title: Shift Leader Technical Support

About the Role Copeland is seeking a Shift Leader Technical Support to coordinate and supervise the technical support team responsible for incidents, alarms and faults in HVACR control systems. The role ensures proper ticket management, prioritizes critical events, oversees offline site recovery, and validates remote diagnostics, controller programming and logs generated by parametric controllers or BMS during the shift. The position also maintains operational communication with customers and internal areas, ensuring clear status updates and actions, and develops incident, trend and shift performance reports while ensuring process compliance.

What You'll Do

• Validate remote diagnostics performed by the team.
• Monitor refrigeration, HVAC and digital system alarms.
• Ensure continuous ticket follow-through until closure.
• Coordinate scheduling, programming and updates of controllers.
• Attend to and recover sites in offline state or with loss of communication.
• Analyze recurring incidents to identify trends.
• Maintain active communication with field areas, crews or external contractors.
• Participate in improving procedures and operational workflows.

What We're Looking For

• Education in Systems Engineering, Mechatronics, Control and Automation, Computer Science or related field.
• Technical knowledge: diagnostic and alarm handling in HVACR and refrigeration systems; familiarity with parametric controllers and BMS platforms (reading, adjustments and logs).
• Basic knowledge of communication protocols: Modbus, BACnet, RS485, Ethernet.
• Ability to identify and recover sites offline and communication failures.
• Basic ability to read electrical and control diagrams.
• Experience with monitoring platforms, trend analysis and event logging.
• Proficiency with ticketing systems and technical documentation.
• Competence in Office tools (Excel, Word, PowerPoint).
• Basic understanding of networks, gateways and telemetry.
• Leadership and quick decision-making, clear and effective communication, ability to work under stress and prioritize.
• Critical thinking and problem-solving, teamwork and cross-functional coordination, organization, follow-up and operational discipline, attention to detail.
• English: Intermediate (B1–B2): ability to read technical manuals and communicate at a basic level with suppliers or US support.