HVAC/R Alarm Monitoring Technician (24/7)

Copeland; Manila; Hybrid; PHP 391,000 - 614,000; Full time

Job summary

Copeland is seeking an alarm management support specialist to deliver basic and advanced alarm handling for refrigeration and HVAC systems in a 24/7 operations environment, primarily through outbound calls. You will monitor alarms, troubleshoot via customer software, process service requests, and coordinate with internal teams to dispatch work orders.

Fresh graduates are welcome; offshore service experience is a plus.

Qualifications

• Graduate of any 4-year degree or at least an associate graduate (2-year course).
• Fresh graduates are acceptable.
• Experience in interactive customer service and related functions is preferred.
• Background in offshore service operations is an advantage.

Responsibilities

• Interrogate refrigeration and HVAC alarms and diagnose them based on service level agreements with external customers.
• Communicate alarm-related information accurately through calls or emails, ensuring proper documentation and timely escalation when necessary.
• Identify the correct action, whether to call or disregard/hold alarms based on alarm history and graph analysis vis‑à‑vis customer procedure
• Update and confirm completed work orders pursuant to customer procedures.
• Answered inbound calls, transferred calls, and addressed them as necessary.
• Read and understand customer procedures.
• Identify process improvement and contribute to the enhancement of operational efficiency.
• Conduct a customer survey for every external customer transaction.

Skills

MS Office suite

Education

4-year degree or associate degree

Job description

Copeland is seeking an alarm management support specialist to deliver basic and advanced alarm handling for refrigeration and HVAC systems in a 24/7 operations environment, primarily through outbound calls. You will monitor alarms, troubleshoot via customer software, process service requests, and coordinate with internal teams to dispatch work orders.

Fresh graduates are welcome; offshore service experience is a plus.