**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! **Job Objective** The position is required to provide support for planning, executing and monitoring training and quality programs to successfully perform to Service Level Agreement (SLA), Quality and Productivity Goals for Alarm Monitoring Customers by conducting basic to advanced process trainings, performing quality and audit checks and scorecards upkeep, investigating quality issues and complaints, maintaining training and process change documents, performing calibration amongst trainers, and conducting cross-trainings for QA/Training functions. **Responsibilities and Outputs** **1.** **Provide support for QA and aftersales support functions for Alarm Monitoring** **-** **Deliver product/service training for both internal and external customers as needed** + Ensure timely completion of monthly quality assessments for each technician in the MNL Managed Services, including communicating findings to the appropriate technicians + Ensure timely completion of any assigned Quality Service Investigation tasks + Develop and maintain certification/assessment test questions to support Core Services certification and cross-training programs + Calibrate with trainers and assist in delivery of ongoing training program **2. Support the planning and implementation of department strategies in his/ her scope with the aim of ensuring the Service Level Agreements (SLA) or Performance Objectives are delivered** + Communicate processes and procedures in line with SLAs within team + Take measures to check that tasks/services rendered meet the required quality standards + Plan intervention for identified gaps and initiate/participate in process improvement initiatives + Own Level 1 escalations from QA Technicians **3.** Support the development of process documents such as Procedures, Work Instructions, Support Documents and Forms **4.** Pull additional reports related to other Managed Services functions as needed **5.** Provide backup coverage for peak alarm monitoring needs as required **EDUCATIONAL BACKGROUND** + Graduate of any 4-year course **WORK EXPERIENCE OR TRAINING** + 2 years production experience supporting Alarm Monitoring (Basic, Resolution and Smart Dispatch) + 2 years experience gained within the Quality/Training and related functions **SKILLS AND ABILITIES** + Decision Making and problem Solving + Positive Influence Skills + Project Management + Excellent written and spoken communication skills in English. Ability to speak and write in another language is an advantage but not required, unless identified by the customer and support requirement + Computer Applications such as MS Office (Basic Knowledge in MS Outlook, MS Word, MS Powerpoint, Sharepoint and Intermediate Knowledge in MS Excel) and other business systems and tools (Salesforce, Genesys, etc. ) **OTHER WORK CONDITIONS** + Willing to work on a 24 x 7 schedule including holidays. + No record of disciplinary action in the last 12 months. **COMPETENCY PROFILE** Customer Focus Plans and Aligns Collaborates Communicates Effectively Action Oriented Demonstrates Self-Awareness Situational Adaptability Ensures Accountability Resourcefulness **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. With $5B of global revenue, Copeland is a leading provider of compression products, electronics, software, and solutions across many applications within Heating, Ventilation, Air Conditioning, and Refrigeration (HVACR), where macro and regulatory trends towards environmental sustainability, leads to changes in HVACR technology. Other products include other heating applications, food service and retail, transportation, and healthcare/life sciences. This new business also has a solution portfolio that manages, monitors, and controls refrigeration units in the commercial setting, as well as software solutions that measure and monitor temperature conditions of refrigerated goods in transit, where there is a greater emphasis on energy management/sustainability solutions globally.