Associate Engineer Technical Service

Copeland; Quezon City; Hybrid; PHP 350,000 - 520,000; Full time

Job summary

Copeland in Quezon City, Philippines is seeking a Customer Service and Tech Support representative. You will handle level 1 technical calls and email inquiries, aiming to meet monthly QA targets while documenting issues and solutions.

The role is hybrid with a fixed night shift to support global customers. Qualified candidates have a college degree in Mechanical or Electrical Engineering and at least 1 year in customer support.

Qualifications

• 1+ years in customer support/help desk environment (preferred).
• College graduate in Mechanical or Electrical Engineering preferred.
• Must be able to work in a hybrid setup and on fixed night shifts.

Responsibilities

• Handle level 1 Technical Calls and email inquiries.
• Assess customer systems and needs to determine proper actions.
• Maintain incident logs and document solutions for reference.
• Attend trainings and contribute to team goals.

Skills

Customer service

Troubleshooting

Communication

Teamwork

Flexible schedule

Documentation

Education

Bachelor's degree in Mechanical or Electrical Engineering

Tools

Microsoft Office

Job description

Hybrid

Quezon City, Manila, Philippines

Full time

JR118933

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!

JOB OBJECTIVE

The primary objective is to provide our customers with exceptional Customer Service and Tech Support through phone and email contacts. They are also expected to be able to communicate with their customers effectively as well as meet if not exceed the required scores needed for their monthly Quality Assurance audits. They must also attend all the necessary trainings assigned to them.

RESPONSIBILITIES AND OUTPUTS

MAIN DUTIES

• Handle level 1 Technical Calls
• Assess existing systems and/or user needs to analyze proper course of action
• Improves client references by writing and maintaining documentation.
• Maintains a log of completed work using an incident-tracking application

ADDITIONAL FUNCTIONS

• Attends training, workshop, seminar, and focus group discussions of the team
• Work within defined Copeland operational and employee goals by contributing to other projects, if needed.

JOB SPECIFICATIONS

EDUCATIONAL BACKGROUND

College Graduate, preferably with a degree in Mechanical or Electrical Engineering

WORK EXPERIENCE OR TRAINING

1+ years in customer support/help desk environment (preferred)

SKILLS AND ABILITIES

• Flexible work schedule with 40+ hours as business needs dictate
• Ability to work individually or in a team environment
• Meets the required performance levels in Quality Assurance Audits
• Skilled in Microsoft Office Tools'
• Ability to communicate effectively
• Exceptional written and verbal communication skills
• undefined

OTHER WORK CONDITIONS

• This role will have a fixed night shift schedule
• Willing to work on shifting operations which may include weekends with scheduled days off, to support the assigned business and customers.
• Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands.

COMPETENCY PROFILE

• Analyze Issues
• Drive for Results
• Foster Teamwork
• Build Relationships

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.

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.