Jennifer Coppard
Handcross,England
Summary
BEMS engineer, trainer and manager with 25+ years of experience managing teams, delivering training and supporting operational outcomes. Niagara and Trend system expertise, including certification as a Niagara trainer. Known for problem-solving, detail-oriented execution, and clear communication.
Overview
3
3
Languages
1
1
Certification
34
34
years of professional experience
Work History
Training Manager
Forest Rock
Loughborough, Leicestershire
01.2025 - Current
- Developed comprehensive training programs and led sessions employing expert learning techniques to maximise participant engagement.
- Created targeted training courses based on thorough evaluation of student needs, enhancing learning outcomes.
- Design customised training materials to meet the specific needs of diverse engineering teams across partner organisations
- Delivered training programmes on schedule, ensuring timely skill development for participants.
- Measure quality and effectiveness of training programmes using established methods.
- Maintain up-to-date knowledge of industry best practices to incorporate into training programmes.
- Demonstrate outstanding technical troubleshooting skills, identifying problems promptly and precisely.
- Used remote access software to help fault-find and solve computer malfunctions virtually.
UK Technical Support Leader
Honeywell
Horsham, West Sussex
01.2019 - 01.2025
- Manage 4 Technical Support Teams across the UK for different Business Units
- Led teams of engineers in delivering technical support and resolving customer issues effectively.
- Investigate and navigate resolutions to technical issues
- Facilitate issue identification and analysis, ensuring individual and team goals are met
- Build relationships with internal and external customers and handle complaints and escalations
- Lead team alignment across different business functions
- Collaborate with other departments to ensure systems and processes are synchronised/optimised for customer resolution
- Report stats and KPIs, ensuring goals are met
- Motivate team members to cultivate and nurture engagement, continuous improvement and high performance
- Coach team members and provide feedback to create and action IDPs (Individual Development Plans)
- Interview, Onboard and arrange Training plans of and for new team members
- Managed complaints with calm, clear communication and problem-solving.
- Achieved service time and quality targets.
- Maintained clean, safe working environments to eliminate accident risks.
Senior Training Professional
Trend Control Systems Ltd
Horsham, West Sussex
01.2013 - 01.2019
- Developed complete training programs and led training using expert learning techniques.
- Devised technical training programmes according to organisational requirements
- Design and development of classroom / f2f courses and online digital content.
- Design and development of digital learning content for Niagara 4 and other topics across various brands
- Created successful training courses based on evaluation of student needs.
- Coordinated with department heads and VAR engineers to identify training needs, aligning programmes with strategic goals.
- Assessed training needs of individuals and organisations and helped set up programs to meet needs.
- Provide technical training and solutions to engineers across the VAR customer base and internal engineers in house and on-site
- Conducted regular assessments to evaluate trainee progress and identified areas requiring further attention.
- Conducted observations and evaluations to assess training programme effectiveness.
- Execution of webinars, training sessions and workshops etc for both individuals and groups
- Mentored learners to build subject confidence and competence.
- Met individual needs through attentive, student-centred training approaches.
- Designed customised training materials to meet the specific needs of diverse teams within the organisation.
- Maintained up-to-date knowledge of industry best practices to incorporate into training programmes.
- Established a continuous learning culture by introducing monthly knowledge-sharing sessions.
- Key contact for internal and external customers regarding all training queries
- Administered course content, schedules and attendance utilising learning management system (LMS).
- Determined course content according to objectives and LMS administration / content update
- Ensured training data and documentation compliance through secure management practices.
- Design and development of digital learning content for Niagara 4 and other topics across various brands
Technical Support Engineer
Trend Control Systems Ltd
01.2002 - 01.2013
- Delivered technical advice and solutions to engineers within Value Added Reseller (VAR) customer base and internal teams, enhancing problem resolution both remotely and on site.
- Liaise with R&D design engineers on identified hardware defects or software bugs on released products
- Applied knowledge of SQL, XML, BacNet, Niagara and LON to enhance system integration
- Support BMS/HVAC system commissioning, re-commissioning and retro-commissioning
- Consulted on design and implementation of future projects, ensuring alignment with technical requirements and customer needs.
- Implementation of beta testing
- Developed knowledge documents for external technical customer database, facilitating information sharing and support for users.
Systems Engineer
Trend Control Systems Ltd
01.2000 - 01.2002
- Provided component-level support for trend-manufactured hardware, conducting fault finding and testing to improve hardware reliability
Customer Support Specialist
Trend Control Systems Ltd
01.1998 - 01.2000
- Provided multilingual support to customers and stakeholders across various regions, enhancing communication and service delivery.
Assistant Office Manager
F.I.Group Ltd
01.1996 - 01.1998
Night Auditor
Forte Crest Hotel
Gatwick Airport
01.1995 - 01.1996
Management Trainee and Banqueting Bars Manager
London Gatwick Airport Hilton
01.1993 - 01.1995
Education
Arabic & Ethnology
University of Vienna
Vienna01-1993
A-Levels -
BORG Kindberg
Austria01-1992
HNC - Electric and Electronic Engineering
Crawley College
UK01-2002
Skills
- Learning management systems
- Technical training delivery
- Content design
- Training design
- Programme design
- Needs analysis
- Evaluation methods
- Instructional methods
- Training coordination
- Customer escalation handling
- Stakeholder communication
- Team development
- Performance coaching
- Collaborative leadership
- Leadership excellence
- Niagara AX, 4 & 5 Certified Trainer
Certification
- Niagara AX, N4 & N5Certification
- Niagara Train the Trainer Certification
- First Aid at Work Certification
- Trend Expert
Language Skills
German – Native Speaker
Proficient
C2
French – Moderate (but a bit rusty)
Elementary
A2
English
Proficient
C2
Interests
- Horse riding
- Walking
- Literature
- Animal Welfare
Timeline
Training Manager
Forest Rock
01.2025 - Current
UK Technical Support Leader
Honeywell
01.2019 - 01.2025
Senior Training Professional
Trend Control Systems Ltd
01.2013 - 01.2019
Technical Support Engineer
Trend Control Systems Ltd
01.2002 - 01.2013
Systems Engineer
Trend Control Systems Ltd
01.2000 - 01.2002
Customer Support Specialist
Trend Control Systems Ltd
01.1998 - 01.2000
Assistant Office Manager
F.I.Group Ltd
01.1996 - 01.1998
Night Auditor
Forte Crest Hotel
01.1995 - 01.1996
Management Trainee and Banqueting Bars Manager
London Gatwick Airport Hilton
01.1993 - 01.1995
Arabic & Ethnology
University of Vienna
A-Levels -
BORG Kindberg
HNC - Electric and Electronic Engineering
Crawley College