**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 position shall be responsible for delivery of timely, accurate and quality project coordination, customer success and analytics support to customers. The position is responsible for planning, leading, and organizing the team to successfully perform to Service Level Agreements (SLA), Quality and Productivity Goals. This role includes ownership of complaints and escalations from customers and employees within respective team assignment. Assist Technical Services Supervisor and/or Manager in delivering and improving operational output in assigned area of the Cold Chain Services covering Customer Success responsibilities to achieve best-in class service. Monitor and manage Project Coordination, Customer Success and Data Analytics team with appropriate adaptation for ensuring a positive work environment, productivity and cost improvement, and capability development of himself/ herself and the team with the aim of compliance to SLA. **GENERAL DUTIES & RESPONSIBILITIES** Respond accurately and in a timely manner to the technical and administrative escalations of the PC, DA, and CS specialists covering Cold Chain Services business units. Assist Level 1 and 2 PC, CS specialist and analytics support towards first time resolution. Conduct basic and advance product training to existing and newly hired agents. Develop strong and positive professional relationship with internal (POC) and customers by anticipating their requirements and providing excellent technical support. Work closely with internal and external customers and management to develop strategies/programs for efficiency, productivity, and quality technical support **PLANNING** Support the planning and implementation of department strategies in his/ her scope with the aim of ensuring the Service Level Agreements (SLA) or Performance Objectives are delivered Identify appropriate resource to fill manpower requirements Build capability and expand capacity to continuously provide services through employee development and cross-training **LEADING (PEOPLE MANAGEMENT & COMMUNICATION)** Provides effective leadership and ensures that the team members are trained and motivated. Create and implement activities to retain and continue to attract members to work in Cold Chain group Ensures effective and regular communication on processes and procedures in line with SLAs within team and across the functions Practice effective communication to promote positive work environment and trust Coach members to perform to expectations Hold one-on-one regular meetings with direct reports Conduct skip-level coaching to team members as needed. In-charge of the development of Team Leaders that reports to him/her. **ORGANIZING & CONTROL** Ensures all areas of responsibility meets Service Level targets Measure, analyze and report actual Service Level in a timely manner to drive improvement and recognize successful performance Create, implement, and monitor the execution of work schedule of the members. Performs necessary administrative functions such as leave and overtime approval, etc. Manage and delegate tasks within the team as appropriate Workplace control and supervision Investigation on customer and client complaints Own and resolve emergency situations resulting from internal and external customer experience, including direct reports, to ensure continuity of business Support the development of process documents such as Procedures, Work Instructions, Scope of Work, knowledge base, etc. **QUALITY, CONTINUOUS IMPROVEMENT & OPERATIONAL EXCELLENCE** Ensures that service rendered meet the required quality standards Support the implementation of cost improvement programs in his or her area of responsibility Identify and pursue opportunities to increase confidence from customers, clients and partners and grow the business of Cold Chain group **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. We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), 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 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, 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. With $5B of global revenue, Copeland is a leading provider of compression products, electronics, software, and solutions across many applications within Heating, Ventilation, Air Conditioning, and Refrigeration (HVACR), where macro and regulatory trends towards environmental sustainability, leads to changes in HVACR technology. Other products include other heating applications, food service and retail, transportation, and healthcare/life sciences. This new business also has a solution portfolio that manages, monitors, and controls refrigeration units in the commercial setting, as well as software solutions that measure and monitor temperature conditions of refrigerated goods in transit, where there is a greater emphasis on energy management/sustainability solutions globally.