Engineer I Technical Services

Copeland Toyota; Philippines; Hybrid; PHP 223,000 - 402,000; Full time

Job summary

Copeland is seeking an entry-level technical support specialist to provide interactive customer care and solutions via phone, email, and chat for Refrigeration Monitoring of Reefers and Cargo shipments. You will troubleshoot issues, activate/deactivate devices, and manage user accounts across multiple platforms.

The role requires strong English communication, tech-savviness, and a willingness to work a fixed night shift with a rotating schedule. Fresh graduates are welcome to apply.

Qualifications

• Engineering graduate preferred (Mechanical, Electronics, Electrical, or Management)
• Fresh graduates welcome
• Strong English communication (written and verbal)
• Tech-savvy and comfortable using various digital tools and systems

Responsibilities

• Provide technical assistance to customers via phone, email and chat with high-quality support
• Manage user accounts for In-Transit Solutions Platform (Tracker Oversight, Logger Oversight, Proact GMS)
• Device management: activation/deactivation, subscription, customer assignment, configurations
• Conduct online sessions (TeamViewer/MS Teams) for troubleshooting
• Review logs from multiple engineering platforms and triage issues for escalation
• Contribute to KBs, guides, and cross-team knowledge sharing
• Participate in system/process improvements and value-added projects

Skills

English proficiency

Digital literacy

Education

Engineering degree

Job description

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-sensible 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!

Provide interactive customer care and solutions via phone, email, chat from online portal to supplement Refrigeration Monitoring of Reefers and Cargo shipments through land or maritime transportation as part of our 24/7 support initiative. This is done through troubleshooting problems or obtaining services from our products and services offered such as but not limited to Cargo Loggers and Trackers, Oversight Platforms, Marine Proact GMS, Marine Modems and REFCON

• Provide technical assistance to all customers thru phone, email and chat
  • Answer all phone, emails, and chat from both internal and external customers with the highest level of quality and service
  • Perform basic device identification suitable for the monitoring needs of the customer.
  • Create visual guide for troubleshooting or installation such as technical drawings, work-instructions, or troubleshooting guide to achieve satisfactory resolutions with customers
  • Create a case for all interactions for proper review and report
• Managing of User Accounts of In-Transit Solutions Platform
  • Tracker Oversight
  • Logger Oversight
  • Proact GMS
• Device Management of all Product line offerings as follows:
• Activation and Deactivation
• Subscription
• Customer Assignment
• Configurations (Logging, Dual-Visibility, Launching, etc.)
• Issue simulation using local setup and stations to aid in customer troubleshooting.
• Conduct Online Session via TeamViewer or MS Teams as next step of support
• Basic review/scan of Logs from Retrieved Data from different Engineering platform i.e,(Kore, Oversight, Azure, AT&T, REFCON Logs, etc.)
• Triage cases for escalation to both local and global resources such as Product Management and Engineering.
• Perform other Cargo/Marine related requests for both Hardware and Software aspect.
• Participate in functional cross-trainings across other business teams and/or department
• Contributes to team improvement by documenting information from frequently asked questions by creating KB, Kaizen, WI, or Troubleshooting Guide.
• Work with the team in system and process improvements and other value-added projects as identified by the senior/lead.

Qualifications

• Preferably an Engineering graduate (Mechanical, Electronics, Electrical, or Management Engineering)
• Fresh graduates are welcome to apply
• Strong English communication skills (written and verbal)
• Technically savvy and comfortable using various digital tools and systems

WORK CONDITIONS

• This role will have a fixed night shift schedule
• Shift schedule rotates every four months
• Weekend work may be required depending on the assigned shift (five-day workweek)
• Hybrid setup with an onsite requirement of three days per week

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.