Engineer I Technical Services

Copeland Philippines, Inc; Quezon City; On-site; PHP 260,000 - 380,000; Full time

Job summary

Copeland Philippines, Inc is seeking a Technical Support Specialist to handle customer inquiries via phone, email, and chat, and to troubleshoot controllers and system applications. You will document cases and develop visual troubleshooting guides to support customer resolutions.

The role requires 1 year of BPO experience, preferably EE/ME/ECE graduates. The position involves a fixed night shift with on-site training for two months and on-site work three days a week thereafter.

Qualifications

• At least 1 year of BPO experience.
• Preferably EE/ME/ECE graduate.

Responsibilities

• Respond to customer inquiries via phone, email, and chat; triage and troubleshoot basic to moderately complex issues.
• Program and configure Copeland Supervisory Controllers (e.g., E2, E3, Site Supervisor) as needed.
• Conduct remote commissioning to ensure systems are operational before site sign-off.
• Create graphical screens and visual guides for troubleshooting or installation.

Skills

BPO experience

Education

EE/ME/ECE graduate

Job description

Responsibilities

• 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.
• 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.
• 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.
• Graphical Custom Screens: Assist in creating graphical custom screens using standard tools and templates, including mapping graphical instruments and installing them on PCs.
• Food Service Troubleshooting and Technical Support: Provide technical assistance for temperature monitoring products, particularly for Food Service Applications, ensuring proper functionality and customer satisfaction.
• 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

• Must have 1 year of BPO experience.
• Preferably EE/ME/ECE graduate.

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 three times a week.

Equal Opportunity

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.