Technician I Monitoring Service

JOB OBJECTIVE 

As a Technician I for Cargo Solutions, you’ll handle basic support tasks within our 24/7 operations. Core responsibilities include monitoring and processing cargo shipment alerts, verifying conditions using the Oversight tool, Salesforce, and notifying customers based on predefined procedures. 

You’ll send email alerts to customers regarding cargo conditions such as temperature, network range, open truck status, and location proximity. Depending on the account, you may also conduct outbound calls to provide updates or respond to specific requests. Additionally, you’ll launch trips based on customer instructions, extract trip reports, and perform basic quality checks to ensure accuracy. 

All tasks follow standardized procedures and do not involve additional workload or specialized functions. This role is ideal for individuals starting their career in logistics and monitoring services, offering a structured environment to build foundational skills while contributing to smooth daily operations. 

MAIN DUTIES

• Monitor cargo shipment temperature, location & proximity, and open truck alerts in real time based on service level agreements and respond within required time targets 

• Notify customers of alert condition durations and warnings via email or outbound calls, ensuring accurate documentation 

• Verify alert details using support tools such as Copeland Oversight Tool 1 & 2, and Salesforce to make sound decisions 

• Respond to incoming emails and address customer inquiries as needed 

• Generate and submit customer reports within agreed timeframes, including but not limited to: Out of Network Range (OONR), Freight on Board Origin (FOBORIG), Launch Quality Check, Manual Launches, 2-hour location and temperature consolidation.  

• Launch shipment trip information based on customer requests.  

• Conduct shift handovers to ensure smooth task and issue transitions between teams 

• Identify and suggest process improvements to enhance operational efficiency 

• Meet internal KPIs and performance metrics to support service excellence. 

• Support additional business needs or special tasks as they arise, contributing to team flexibility and overall operational success

JOB SPECIFICATIONS

• Graduate of any 4-year degree 

• Preferred with experience gained from customer service logistics is an advantage, technical support, or related functions. 

• Background in offshore service operations is an advantage. 

• Proficient in use of Microsoft applications such as Outlook, Excel, SharePoint, PowerPoint and Word.  

• Keen to details which gives importance to quality while meeting target time. 

OTHER WORK CONDITIONS

• Willing to work on a 24/7 rotating shift schedule, subject to change each fiscal year based on business unit and customer requirements 

• Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands. 

• Willing to render Overtime and Rest Day Overtime to support operational manpower requirements during critical periods, including Philippine and U.S. holidays when scheduled, in alignment with business needs 

• Hybrid work arrangement, onsite 3x a week.

COMPETENCY PROFILE

• Excellence 

• Innovation  

• Partnership 

• Respect 

• Responsibility