Overview
Remote
Full Time
Skills
Engineering Design
Manufacturing
Data Compression
IT Service Management
Customer Service
Web Portals
Reporting
GMS
Management
C
TeamViewer
Microsoft Azure
Product Management
Computer Hardware
Knowledge Base
Kaizen
Process Improvement
Sustainability
HVAC
Energy
Collaboration
Onboarding
Leadership
Adobe AIR
Job Details
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!
Engineer 1, Technical Services
Job Objective: Provide interactive customer care and solutions via phone, email, chat from online portal to supplement Refrigeration Monitoring of Reefers and Cargo shipments through land or maritime transportation as part of our 24/7 support initiative. This is done through troubleshooting problems or obtaining services from our products and services offered such as but not limited to Cargo Loggers and Trackers, Oversight Platforms, Marine Proact GMS, Marine Modems and REFCON.
Responsibility:
1. Provide technical assistance to all customers thru phone, email and chat
a. Answer all phone, emails, and chat from both internal and external customers with the highest level of quality and service
b. Perform basic device identification suitable for the monitoring needs of the customer.
c. Create visual guide for troubleshooting or installation such as technical drawings, work-instructions, or troubleshooting guide to achieve satisfactory resolutions with customers
d. Create a case for all interactions for proper review and report
2. Managing of User Accounts of In-Transit Solutions Platform
a. Tracker Oversight
b. Logger Oversight
c. Proact GMS
3. Device Management of all Product line offerings as follows:
a. Activation and Deactivation
b. Subscription
c. Customer Assignment
d. Configurations (Logging, Dual-Visibility, Launching, etc.)
4. Issue simulation using local setup and stations to aid in customer troubleshooting.
5. Conduct Online Session via TeamViewer or MS Teams as next step of support
6. Basic review/scan of Logs from Retrieved Data from different Engineering platform i.e,(Kore, Oversight, Azure, AT&T, REFCON Logs, etc.)
7. Triage cases for escalation to both local and global resources such as Product Management and Engineering.
8. Perform other Cargo/Marine related requests for both Hardware and Software aspect.
9. Participate in functional cross-trainings across other business teams and/or department
10. Contributes to team improvement by documenting information from frequently asked questions by creating KB, Kaizen, WI, or Troubleshooting Guide.
11. Work with the team in system and process improvements and other value-added projects as identified by the senior/lead.
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, 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.
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!
Engineer 1, Technical Services
Job Objective: Provide interactive customer care and solutions via phone, email, chat from online portal to supplement Refrigeration Monitoring of Reefers and Cargo shipments through land or maritime transportation as part of our 24/7 support initiative. This is done through troubleshooting problems or obtaining services from our products and services offered such as but not limited to Cargo Loggers and Trackers, Oversight Platforms, Marine Proact GMS, Marine Modems and REFCON.
Responsibility:
1. Provide technical assistance to all customers thru phone, email and chat
a. Answer all phone, emails, and chat from both internal and external customers with the highest level of quality and service
b. Perform basic device identification suitable for the monitoring needs of the customer.
c. Create visual guide for troubleshooting or installation such as technical drawings, work-instructions, or troubleshooting guide to achieve satisfactory resolutions with customers
d. Create a case for all interactions for proper review and report
2. Managing of User Accounts of In-Transit Solutions Platform
a. Tracker Oversight
b. Logger Oversight
c. Proact GMS
3. Device Management of all Product line offerings as follows:
a. Activation and Deactivation
b. Subscription
c. Customer Assignment
d. Configurations (Logging, Dual-Visibility, Launching, etc.)
4. Issue simulation using local setup and stations to aid in customer troubleshooting.
5. Conduct Online Session via TeamViewer or MS Teams as next step of support
6. Basic review/scan of Logs from Retrieved Data from different Engineering platform i.e,(Kore, Oversight, Azure, AT&T, REFCON Logs, etc.)
7. Triage cases for escalation to both local and global resources such as Product Management and Engineering.
8. Perform other Cargo/Marine related requests for both Hardware and Software aspect.
9. Participate in functional cross-trainings across other business teams and/or department
10. Contributes to team improvement by documenting information from frequently asked questions by creating KB, Kaizen, WI, or Troubleshooting Guide.
11. Work with the team in system and process improvements and other value-added projects as identified by the senior/lead.
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, 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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.