Field Support Specialist

Job Number: 3584

External Description:

Ideal Candidate will be located in the West Coast.

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.

A Field Support Specialist will interact with assigned dealer locations daily. This contact will be to improve product and services support. The Field Support Specialist will provide end-user training of product functions, capabilities, and maintenance requirements. They will manage the goodwill process to ensure customer satisfaction while improving upon company metrics.

Key Responsibilities:

• Interact with assigned dealers daily to support customers in the field.
• Visit dealers and customer locations to provide on-site support, training, and equipment troubleshooting.
• Perform on-site dealer audits to ensure customer satisfaction across the dealer network.
• Provide technical support and investigation of issues reported by customers and dealers.
• Receive and respond to escalated technical issues by telephone and CRM applications.
• Interfaces directly with dealers and customers throughout the problem-resolution process, including understanding customer issues, conveying action plans, and communicating updates and resolutions.
• Resolve complex technical issues through research, data analysis, and advanced troubleshooting
• Work directly with engineering, manufacturing, and quality teams to develop a resolution to problems.
• Serve as technical lead for field evaluation units.
• Develop technical documentation including manuals, service bulletins, and work instructions.
• Create and present content for training events and seminars.

Required Qualifications:

• High School Diploma or GED
• 5+ years of experience in a technical field
• Possess and maintain valid and current Driver’s License and be insurable by the company’s insurance carrier
• Ability to travel in excess of 50% of typical workweek
• Participate in rotating on-call schedule

Preferred Qualifications:

• Bachelor’s degree
• Familiar with continuous process improvement methodology.
• Experience writing and editing technical documentation.
• Proficient with Microsoft Office applications.
• Experience reading technical drawings and schematics.
• Ability to use and interpret outputs from electrical diagnostic and data recording equipment.
• Previous service experience in (automotive/heavy equipment/truck/refrigeration), or related fields.
• Customer-focused and team-oriented. 
• Understanding of electrical, mechanical, and refrigeration systems 
• Must be self-motivated, with a sense of urgency, and efficiency, and have a strong work ethic. 
• Excellent interpersonal skills.
• Excellent spoken and written skills in English.
• Ability to communicate high-level troubleshooting to remote technicians.
• Excellent interpersonal soft skills.
• Ability to work independently and as part of a team.

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RSRCAR

Job Number: 30126513

Community / Marketing Title: Field Support Specialist

Location_formattedLocationLong: Idaho, US