Technician I, Managed Services (HVACR)

Location: Quezon City, Manila, Philippines; hybrid work under the company's WHWW policy

Company

hirify.global is a global climate technologies company developing HVACR, refrigeration, cold-chain, controls, software, and monitoring solutions for residential, commercial, and industrial applications.

What you will do

• Monitor, interrogate, and diagnose refrigeration and HVAC alarms according to customer service-level agreements.
• Determine whether alarms require calls, escalation, disregard, or temporary hold using alarm history and graph analysis.
• Communicate alarm information accurately by phone and email, document transactions, and conduct a customer survey after each external customer interaction.
• Confirm and dispatch work orders in line with customer-specific procedures.
• Answer and transfer inbound calls and support alarm concerns across Basic, Resolution, and Smart Dispatch Food Retail customer tiers.
• Identify process improvements and contribute to operational efficiency.

Requirements

• Graduate of a four-year degree or at least an associate graduate from a two-year course.
• Fresh graduates are welcome; experience in interactive customer service is preferred.
• Basic knowledge of MS Outlook, MS Word, MS PowerPoint, SharePoint, and basic to intermediate MS Excel.
• Ability to read and understand customer procedures and work independently in a constantly changing environment.
• Willingness to work shifting operations, including weekends and holidays, and to provide voluntary overtime or rest-day overtime when required.
• Must support and comply with the hybrid work policy.

Nice to have

• Background in offshore service operations.

Culture & Benefits

• Work in a culture focused on sustainability, passion, openness, collaboration, inclusion, and belonging.
• Access end-to-end employee development from onboarding through senior leadership.
• Flexible and competitive benefits plans.
• Flexible time off, paid parental leave, vacation leave, and holiday leave.
• Employee resource groups support culture and community building.