Technician I, Managed Services

Job Title

This position is responsible for delivering both basic and advanced support in alarm management for refrigeration and HVAC systems within a 24/7 operations environment, primarily through outbound calls. Core duties include monitoring and diagnosing alarms, performing troubleshooting via customer software, and processing service requests in line with client-specific procedures.

The role also involves handling inbound calls, confirming and dispatching work orders, conducting graph analysis, and supporting alarm-related concerns across various customer tiers, including Basic, Resolution, and Smart Dispatch Food Retail customers.

Main Duties

• Responsible for the interrogation of refrigeration and/or HVAC alarms received and diagnosing them based on service level agreements with external customers.
• Communicate alarm-related information accurately through calls or emails, ensuring proper documentation and timely escalation when necessary.
• Identify correct action, whether to call or disregard/hold alarms based on alarm history, graph analysis vis-à-vis customer procedure
• Update and confirm completed work orders pursuant to customer procedures.
• Answer inbound and transferred calls and address them as necessary.
• Read and understand customer procedures.
• Identify process improvement and contribute to the enhancement of operational efficiency.
• Conduct customer survey for every external customer transaction.

Other Work Conditions

• Willing to work on shifting operations, which may include working on weekends and holidays, to support the assigned business and customers.
• Willing to render overtime or rest day overtime on a voluntary basis when operational needs arise during critical days and/or peak season
• Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands.
• Support and Comply with the Company's hybrid work (WHWW) policy.

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 Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.

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.