Copeland
TechnicianI,ManagedServices
“Technician I, Managed Services at Copeland. Skills: Alarm management, Troubleshooting, Customer service. Deliver basic and advanced support in alarm management. Monitor and diagnose alarms”
What You'll Achieve.
Deliver both basic and advanced support in alarm management; Ensure proper documentation and timely escalation; Update and confirm completed work orders pursuant to customer procedures; Enhancement of operational efficiency; Conduct customer survey for every external customer transaction
Industry & Context.
Diagnosing alarms; Performing troubleshooting
24/7 operations environment, Outbound calls, Work on shifting operations, Work on weekends and holidays, Render overtime or rest day overtime, Support Company’s hybrid work (WHWW) policy
What They're Looking For.
Must Have
Graduate of any 4-year degree, Computer Applications such as MS Office (Basic Knowledge in MS Outlook, MS Word, MS Powerpoint, SharePoint and Basic Knowledge in MS Excel), Managed Services (monitoring) business systems and tools (Salesforce, Genesys, Connect+, Remote Desktop), Willing to work on shifting operations, which may include working on weekends and holidays, to support the assigned business and customers., Willing to render overtime or rest day overtime on a voluntary basis when operational needs arise 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.
Nice to Have
Experience gained from interactive customer service and related functions, Background in offshore service operations is an advantage
What You'll Do.
Deliver basic and advanced support in alarm management
Monitor and diagnose alarms
Perform troubleshooting via customer software
Process service requests
Confirm and dispatch work orders
Conduct graph analysis
Support alarm-related concerns
How You'll Work.
Communication Scope
Communicate alarm-related information accurately through calls or emails
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