Technician I – Managed Services (Alarm Management)

About the role

We are looking for a Technician I to join our Managed Services team, providing 24/7 alarm management support for refrigeration and HVAC systems. The role involves monitoring alarms, troubleshooting via customer software, and handling service requests primarily through outbound and inbound calls.

Key responsibilities

• Receive, interrogate and diagnose refrigeration/HVAC alarms according to service level agreements.
• Communicate alarm information accurately via phone or email and document actions.
• Update and confirm work orders following customer procedures.
• Answer inbound and transferred calls, dispatch work orders, and conduct graph analysis.
• Identify process improvements and contribute to operational efficiency.
• Conduct customer surveys after each external transaction.

Required profile

• Graduate of any four‑year degree; fresh graduates are welcome.
• Experience in interactive customer service or related functions is preferred.
• Background in offshore service operations is an advantage.
• Willingness to work shifting operations.

Required skills

• Basic proficiency with MS Office (Outlook, Word, PowerPoint, SharePoint, Excel).
• Familiarity with Managed Services monitoring tools such as Salesforce, Genesys, Connect+, and Remote Desktop.