Technician I, Managed Services

About the role

The Technician I, Managed Services provides basic and advanced alarm management support for refrigeration and HVAC systems in a 24/7 environment. The role is primarily outbound‑call focused, with additional inbound call handling, work‑order processing, and customer interaction.

Key responsibilities

• Monitor, diagnose, and interrogate refrigeration/HVAC alarms according to service level agreements.
• Communicate alarm information via calls or emails, document actions, and escalate when required.
• Determine appropriate actions (respond, hold, or disregard) based on alarm history and graph analysis.
• Update and confirm completed work orders following customer procedures.
• Answer and transfer inbound calls, addressing customer needs promptly.
• Read and follow customer procedures, identify process improvements, and contribute to operational efficiency.
• Conduct a customer survey for each external transaction.

Required profile

• Graduate of any 4‑year degree program or an associate degree (2‑year course).
• Fresh graduates are acceptable; experience in interactive customer service is preferred.
• Background in offshore service operations is an advantage.
• Willingness to work shifting schedules, including weekends and holidays.

Required skills

• Basic knowledge of MS Outlook.
• Basic knowledge of MS Word.
• Basic knowledge of MS PowerPoint.
• Familiarity with SharePoint.
• Basic to intermediate proficiency in MS Excel.