Engineer I Technical Services

Copeland; Quezon City; On-site; PHP 279,000 - 558,000; Full time

Job summary

Copeland, a global climate technologies company, is seeking a Technical Support & Troubleshooting specialist in Metro Manila for night shift operations. On-site training will occur during the first two months (Monday–Friday) with three on-site days per week thereafter, supporting customers via phone, email and chat.

You will troubleshoot controllers and system apps, document cases, and create troubleshooting guides.

Qualifications

• EE/ME/ECE degree required.
• 1 year of BPO experience preferred.
• Fresh graduates welcome.

Responsibilities

• Respond to customer support inquiries via phone, email, and chat, addressing basic to moderately complex issues and triage.
• Troubleshoot controllers and system applications; provide effective solutions.
• Document interactions by creating detailed cases for tracking and reporting.
• Develop visual guides for troubleshooting or installation (drawings, work instructions, guides).
• Program Copeland Supervisory Controllers (E2, E3, Site Supervisor) and assist in configuring for performance.
• Perform remote commissioning via phone to ensure systems are operational before site handover.

Skills

BPO experience

Customer support

Education

EE/ME/ECE 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-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!

MAIN DUTIES

1. Technical Support & Troubleshooting

• Respond to customer support inquiries via phone, email, and chat, addressing both basic and moderately complex issues, and performing initial concern triage.
• Perform troubleshooting for controllers and system applications, providing effective solutions to technical problems.
• Document all interactions by creating detailed cases for proper tracking, review, and reporting.
• Develop visual guides for troubleshooting or installation, such as technical drawings, work instructions, or troubleshooting guides, to support customer resolutions.

2. Programming & System Configuration

• Independently program Copeland Supervisory Controllers (e.g., E2, E3, Site Supervisor) using appropriate reference documents and tools. Assist in troubleshooting and optimizing controller configurations to improve system performance.

3. Remote Commissioning

• Conduct remote commissioning via phone for start-up sites, ensuring all systems are operational before final sign-off with the contractor on-site.

4. Graphical Custom Screens

• Assist in creating graphical custom screens using standard tools and templates, including mapping graphical instruments and installing them on PCs.

5. Food Service Troubleshooting and Technical Support

• Provide technical assistance for temperature monitoring products, particularly for Food Service Applications, ensuring proper functionality and customer satisfaction.

6. Process Documentation, Continuous Learning and TS Laboratory Management

• Contribute to the team Knowledge Base by documenting FAQs and creating knowledge base articles to support team efficiency.
• Actively participate in cross-training sessions, team meetings, and interdepartmental training to expand technical knowledge and skills. Assist in maintaining the technical services laboratory by performing inventory checks, basic device maintenance, and housekeeping tasks.
• Support the creation of device simulators under the guidance of senior team members.

Qualifications

• Preferably 1 year of BPO experience
• Must be EE/ME/ECE graduate
• Fresh graduates are welcome to apply

Work Conditions

• This role will have a fixed night shift schedule
• This will need to report on one weekend per week, and one of the rest days will be on a weekday
• Will report during holidays, especially when shift is assigned on that day
• First two months will be an on-site training (Monday to Friday; will follow PH holiday)
• We work on-site for thrice a 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.