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.  

Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today! 

JE Position Title:  Associate Engineer, Technical Service

POSITION TITLE:

Associate Engineer Technical Service

DEPARTMENT:

Lifecycle Services, SENSI Technical Support

CATEGORY/LEVEL:

Staff

WORK LOCATION:

Quezon City, Philippines

REVIEW DATE:

November 2018

EFFECTIVITY STATUS:

November 2018

ORGANIZATIONAL RELATIONSHIPS

Reports to:

Supervisor or Operations Manager

Supervises the ff:

n/a

OTHER WORKING RELATIONSHIPS

Inside organization:

Inside Sales, District Sales Managers, Credit, Pricing, Engineers, Warehouse, Planners, Customer Service Representatives, Subject Matter Experts, Trainers

Outside organization:

Customers and Distributors

JOB OBJECTIVE

A Tier 1 agent’s primary objective is to provide our customers with exceptional Customer Service and Tech Support through phone and email contacts. Tier 1 agents are also expected to be able to communicate with their customers effectively as well as meet if not exceed the required scores needed for their monthly Quality Assurance audits. They must also attend all the necessary trainings assigned to them.

RESPONSIBILITIES AND OUTPUTSMAIN DUTIES

Handle level 1 Technical CallsAssess existing systems and/or user needs to analyze proper course of actionImproves client references by writing and maintaining documentation.Maintains a log of completed work using an incident-tracking application

(70%)

ADDITIONAL FUNCTIONS

Attends training, workshop, seminar, and focus group discussions of the teamWork within defined Copeland operational and employee goals by contributing to other projects, if needed.

(30%)

Total

100%

JOB SPECIFICATIONS

EDUCATIONAL BACKGROUND

College Graduate

WORK EXPERIENCE OR TRAINING

1+ years in customer support/help desk environment (preferred)

SKILLS AND ABILITIES

Flexible work schedule with 40+ hours as business needs dictateAbility to work individually or in a team environmentMeets the required performance levels in Quality Assurance AuditsSkilled in Microsoft Office ToolsAbility to communicate effectivelyExceptional written and verbal communication skills

OTHER WORK CONDITIONS

Willing to work on shifting operations which may include weekends with scheduled days off, to support the assigned business and customers.Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands.

COMPETENCY PROFILE

Analyze IssuesDrive for ResultsFoster TeamworkBuild Relationships

Revision Record

Rev No.

DESCRIPTION OF CHANGE

AFFECTED ITEM NO. OR PAGE

AUTHOR

EFFECTIVITY DATE

0

Initial Issue

All

Department Manager

November 2018

1

Updated control number

All

Department Manager

March 2023

2

Updated to Copeland Template

All

Department Manager

March 2024

Prepared by

Reviewed by

Approved by

Signature

Rupert Cayubit

Carissa Driz

Ruben Cu

Title

Department Manager

Senior Human Resources Manager

Business Leader

Date

March 8, 2018

March 8, 2018

March 8, 2018

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 Diversity, Equity & Inclusion 

At Copeland, we believe having a diverse, equitable and inclusive environment is critical to our success. We are committed to creating a culture where every employee feels welcomed, heard, respected, and valued for their experiences, ideas, perspectives and expertise. Ultimately, our diverse and inclusive culture is the key to driving industry-leading innovation, better serving our customers and making a positive impact in the communities where we live.  

 

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, national origin, 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.