Technician I Monitoring Service

Job Title

This position is required to perform basic and advanced support for alarm management and to professionally handle, monitor and process refrigeration and HVAC alarms, including but not limited to diagnosing, interrogating, troubleshooting via connecting to customer software, relaying refrigeration / HVAC alarms, and other customer requests pursuant to customer specifications for a 24/7 department operations.

This position is also required to answer inbound calls, service requests, confirm work orders, perform graph analysis and troubleshooting of refrigeration and HVAC alarms of Basic, Resolution and Smart Dispatch Food Retail customers.

Responsibilities And Outputs

Main Duties

Alarm Management & Smart Dispatch - 95%

• Responsible for interrogation of refrigeration and/or HVAC alarms received and diagnosing them based on Service Level Agreement with external customers
• Deliver alarm information with accurate documentation by calling or sending email to external customers
• 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
• Conduct customer survey for every external customer transaction

Additional Functions - 5%

• Other functions that may arise

Job Specifications

Educational Background

• Graduate of any 4-year degree

Work Experience Or Training

• Fresh graduate is acceptable • Preferred with experience gained from interactive customer service and related functions. • Background in offshore service operations is an advantage

Skills And Abilities

• Computer Applications such as MS Office (Basic Knowledge in MS Outlook, MS Word, MS Powerpoint, SharePoint and Basic Knowledge in MS Excel) • Managed Services business systems and tools but not limited to Salesforce, RDP, Genesys, etc.

Other Work Conditions

• Work on shifting operations with scheduled days off • Supporting the assigned business and customers • Work on Weekends and Holidays • Fast-paced environment • Work on hybrid work arrangement at least 8 days per month

Competency Profile

• Customer Focus • Communicates Effectively • Drives Results • Action Oriented • Collaborates • Self-Development • Self-Awareness • Interpersonal Savvy • Plans And Aligns

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.