Service Operations Leader - North American Field Solutions

Job Number: 1070

External Description:

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

We are looking for an experienced, motivated, and dynamic Field Service Operations Leader to organize and drive the transformation, growth, and operational excellence of the Carrier Commercial Service and Automated Logic Field service operations organizations. Field Service Operations include the execution of operations and maintenance agreements, digitally enabled services, predictive services, T&M spot service, equipment repairs, upgrades, etc.  

This key leader will report to the Managing Director of North America Field Solutions and will have the overall responsibility of setting strategic direction for operations, implementing Global Service Operations initiatives in North America, and driving operations excellence and customer satisfaction.

The role will be based in Charlotte, NC, and will require 25% to 50% travel within North America. 

Key Responsibilities

• Define key field service operations metrics and annual targets aligned with Global Service metrics. Develop and implement action plans to reach targeted YOY performance improvement.
• Develop operations playbooks to deliver service products effectively and efficiently. 
• Continuous improvement: regularly evaluate field service operations processes and policies according to organizational objectives to identify operational inefficiencies and develop action plans to drive improvement and standardization.
• Drive customer focus. Own the customer experience and continuously improve customer satisfaction by creating and implementing action plans based on analysis of customer feedback. 
• Provide timely operational and technical support to local field service leaders and their teams on an as-needed basis.
• Provide guidance and support to local field service operations leaders in the selection, training, and onboarding of union and non-union field resources. Own skills inventories, skills/training gap identification, and technical training for field service operations personnel. 
• Oversee the implementation of technology solutions throughout the organization
• Ensure regulatory and other compliance with local and national laws, EH&S, and OSHA standards. Own safety for the field service organization and work with EHS to create and maintain a strong safety culture. 
• Evaluate risk and lead Quality Assurance efforts.
• Evaluate expenses, budgeting, and field costs to help the organization optimize costs, productivity, and profitability. Review financial information and adjust operating and field expenses to promote profitability.
• Mentor and motivate teams to achieve productivity and engagement.
• Evaluate overall performance by gathering, analyzing, and interpreting data and metrics
• Support the achievement of revenue and margin growth targets

Basic Qualifications

• Bachelor’s Degree in Business Management or Engineering
• 10+ years of progressive service operations leadership experience for a regional or national organization that services commercially applied technical product or systems.

Preferred Qualifications

Other qualifications you may have that would be beneficial in this role include:

• Master’s Degree
• Past P&L leadership is desired.
• Data analytics and reporting proficiency.
• Proficiency with MS Office.
• Experience using SalesForce.com, ServiceMax, SAP, and other business applications.
• Demonstrated ability to use creative approaches to problem solve.
• Demonstrated ability to influence individuals and organizations to implement change successfully. 
• Strong analytical skills in combination with sound business judgment to build and sustain financial performance and integrity.
• Exceptional communication, interpersonal, negotiation skills, and customer focus
• Ability to lead and motivate effective and efficient teams

RSRCAR

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Job Number: 30106364

Community / Marketing Title: Service Operations Leader - North American Field Solutions

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