Technician 1, Monitoring Service (Technical Support)

Risewave Consulting Inc.; Quezon City; On-site; PHP 400,000 - 600,000; Full time

Job summary

A consulting firm in the HVAC industry is seeking applicants for a position focused on alarm management and troubleshooting for refrigeration and HVAC systems. Responsibilities include managing alarm responses, documentation, and customer interactions. Ideal candidates should have a 4-year degree and a service-oriented background, with customer service experience preferred. Fresh graduates are welcome to apply. Shifting operations, including weekends and overtime, are required.

Qualifications

• Fresh graduate is acceptable.
• Preferred with experience gained from interactive customer service and related functions.
• Background in offshore service operations is an advantage.

Responsibilities

• Interrogate refrigeration and/or HVAC alarms and diagnose them.
• Deliver alarm information with accurate documentation.
• Provide sound decision based on alarm history and graph analysis.
• Update and confirm completed work orders.
• Answer inbound and transferred calls.

Skills

Basic Knowledge in MS Outlook

Basic Knowledge in MS Word

Basic Knowledge in MS Powerpoint

Basic Knowledge in MS Excel

Customer Focus

Communicates Effectively

Drives Results

Action Oriented

Collaborates

Self-Development

Education

Graduate of any 4-year degree

Tools

Salesforce

VMWare

MSSR

ININ

Job description

JOB OBJECTIVE

This position is required to perform basic and advanced support for alarm management and to professionally handle, monitor and process refrigeration and HVAC alarms, including but not limited to: diagnosing, interrogating, troubleshooting via connecting to customer software, relaying refrigeration / HVAC alarms, and other customer requests pursuant to customer specifications for a 24/7 department operations.

This position is also required to answer inbound calls, service requests, confirm work orders, perform graph analysis and troubleshooting of refrigeration and HVAC alarms of Basic and Resolution Food Retail customers.

MAIN DUTIES

ALARM MANAGEMENT & SMART DISPATCH

• Responsible for interrogation of refrigeration and/or HVAC alarms received and diagnosing them based on Service Level Agreement with external customers
• Deliver alarm information with accurate documentation by calling or sending email to external customers
• Provide sound decision based on alarm history and graph analysis
• Update and confirm completed work orders pursuant to customer procedures
• Answer inbound and transferred calls and address them as necessary

EDUCATIONAL BACKGROUND

• Graduate of any 4-year degree

WORK EXPERIENCE OR TRAINING

• Fresh graduate is acceptable
• Preferred with experience gained from interactive customer service and related functions.
• Background in offshore service operations is an advantage

KILLS AND ABILITIES

• Computer Applications such as MS Office (Basic Knowledge in MS Outlook, MS Word, MS Powerpoint, Sharepoint and Basic Knowledge in MS Excel)
• Lumity business systems and tools (MSSR, Salesforce, VMWare, ININ)

OTHER WORK CONDITIONS

• Willing to Work on Shifting operations which may include Work on Weekends, to support the assigned business and customers.
• Willing to Work Overtime or on Rest Day Overtime to support manpower requirement of the operations during critical days and/or peak season.
• Must be able to Effectively and Independently function while maintaining a Positive Energy level in an environment of constantly shifting demands.

COMPETENCY PROFILE

• Customer Focus
• Communicates Effectively
• Drives Results
• Action Oriented
• Collaborates
• Self-Development