Technician I, Managed Services

Copeland; Quezon City; Hybrid; PHP 320,000 - 420,000; Full time

Benefits offered by this job

Hybrid work arrangement

Flexible benefits plans

Paid parental leave

Job summary

Copeland is seeking a Cargo Solutions Technician I to support our 24/7 operations. You will monitor real-time cargo conditions, process alerts, and notify customers using the Oversight Tool and Salesforce.

This role suits those starting their career in logistics, offering structured tasks, outbound updates, trip launches, and basic quality checks. Hybrid work arrangement 3x weekly, with growth opportunities and KPI-based performance expectations.

Qualifications

• Graduate of any 4-year degree.
• Background in customer service logistics is an advantage.
• Experience in technical support or related functions is a plus.

Responsibilities

• Monitor cargo shipment temperature, location & proximity in real time and respond within targets.
• Notify customers of alert durations and warnings via email or calls with accurate documentation.
• Verify alert details using Copeland Oversight Tool and Salesforce to make informed decisions.
• Respond to incoming emails and address customer inquiries as needed.
• Generate and submit customer reports within agreed timeframes (e.g., OONR, FOBORIG, Launch QC).
• Launch shipment trip information based on customer requests and conduct shift handovers.
• Identify process improvements to enhance efficiency and meet KPIs.

Skills

Attention to detail

Customer service mindset

Education

4-year degree

Tools

Outlook

Excel

SharePoint

PowerPoint

Word

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.

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.

JOB OBJECTIVE

As a Technician I for Cargo Solutions, you’ll handle basic support tasks within our 24/7 operations. Core responsibilities include monitoring and processing cargo shipment alerts, verifying conditions using the Oversight tool, Salesforce, and notifying customers based on predefined procedures. You’ll send email alerts to customers regarding cargo conditions such as temperature, network range, open truck status, and location proximity. Depending on the account, you may also conduct outbound calls to provide updates or respond to specific requests. Additionally, you’ll launch trips based on customer instructions, extract trip reports, and perform basic quality checks to ensure accuracy. All tasks follow standardized procedures and do not involve additional workload or specialized functions. This role is ideal for individuals starting their career in logistics and monitoring services, offering a structured environment to build foundational skills while contributing to smooth daily operations.

Responsibilities And Outputs

MAIN DUTIES

• Monitor cargo shipment temperature, location & proximity, and open truck alerts in real time based on service level agreements and respond within required time targets
• Notify customers of alert condition durations and warnings via email or outbound calls, ensuring accurate documentation
• Verify alert details using support tools such as Copeland Oversight Tool 1 & 2, and Salesforce to make sound decisions
• Respond to incoming emails and address customer inquiries as needed
• Generate and submit customer reports within agreed timeframes, including but not limited to: Out of Network Range (OONR), Freight on Board Origin (FOBORIG), Launch Quality Check, Manual Launches, 2-hour location and temperature consolidation.
• Launch shipment trip information based on customer requests.
• Conduct shift handovers to ensure smooth task and issue transitions between teams
• Identify and suggest process improvements to enhance operational efficiency
• Meet internal KPIs and performance metrics to support service excellence.

Additional Functions

• Support additional business needs or special tasks as they arise, contributing to team flexibility and overall operational success

JOB SPECIFICATIONS

EDUCATIONAL BACKGROUND

• Graduate of any 4-year degree

Work Experience Or Training

• Preferred with experience gained from customer service logistics is an advantage, technical support, or related functions.
• Background in offshore service operations is an advantage.

Skills And Abilities

• Proficient in use of Microsoft applications such as Outlook, Excel, SharePoint, PowerPoint and Word.
• Keen to details which gives importance to quality while meeting target time.

Other Work Conditions

• Willing to work on a 24/7 rotating shift schedule, subject to change each fiscal year based on business unit and customer requirements
• Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands.
• Willing to render Overtime and Rest Day Overtime to support operational manpower requirements during critical periods, including Philippine and U.S. holidays when scheduled, in alignment with business needs
• Hybrid work arrangement, 3x a week.

COMPETENCY PROFILE

• Excellence
• Innovation
• Partnership
• Respect
• Responsibility

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, nationality, 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.