Customer Service (Hybrid)

JOB OBJECTIVE

This position is required to perform basic and advanced support for alarm management and to professionally handle, monitor and process refrigeration and HVAC alarms, including but not limited to: diagnosing, interrogating, troubleshooting via connecting to customer software, relaying refrigeration / HVAC alarms, and other customer requests pursuant to customer specifications for a 24/7 department operations.

This position is also required to answer inbound calls, service requests, confirm work orders, perform graph analysis and troubleshooting of refrigeration and HVAC alarms of Basic and Resolution Food Retail customers

MAIN DUTIES

ALARM MANAGEMENT & SMART DISPATCH:

1. Responsible for interrogation of refrigeration and/or HVAC alarms received and diagnosing them based on Service Level Agreement with external customers.
2. Deliver alarm information with accurate documentation by calling or sending email to external customers.
3. Provide sound decision based on alarm history and graph analysis.
4. Update and confirm completed work orders pursuant to customer procedures.
5. Answer inbound and transferred calls and address them as necessary