Telematics Customer Experience Manager
Job Number: 3638
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
Primary responsibilities are to support customer deployment and usage of our telematics solutions, through focused field communications, process improvement, data/usage analysis and customer/channel support. The Customer Experience Manager will play a key role in strengthening fleet customer and channel knowledge and usage of the solution and its capabilities, through a combination of consistent and detailed communications, continuing operations process improvements, and training and support of internal and channel field sales and service teams.
Key Responsibilities
- Partner with internal cross-functional teams and aftermarket dealer network to drive the usage of telematics data through analytics and tools/process improvements.
- Become a subject matter expert on our telematics solution capabilities, including user applications and leverage of data.
- Partner with Enterprise Sales team to understand customer use cases and assist new customers in setting up our product in a way that helps customers achieve their goals.
- Partner with Enterprise Sales Team to provide follow up and customer service to existing Enterprise accounts to develop and expand Carrier relationship.
- Provide training on solutions and usage of data analytics to dealer channel network, and internal sales and services teams as needed.
- Receive inbound support requests and apply proper triage procedures to solve the problem, escalate to tier 3 or send to the appropriate cross-functional team.
- Gather data and provide regular reporting on support requests to leadership in order to identify common requests that require proactive solutions.
- Provide regular reporting on support call volumes for capacity planning.
- Solve problems and make recommendations for improvements as they arise.
Basic Qualifications
- BS or BA degree.
- 3-5 years Customer Service experience.
Preferred Qualifications
- Experience interacting with B2B customers and/or channel partners is essential.
- Great attention to detail is essential.
- Enthusiasm toward and ability to solve problems.
- Use of data analytics tools, including Microsoft Excel and pivot tables is preferred.
- Experience in Telematics and/or other Aftermarket Services offerings, or other IT solutions, SaaS or related applications is a plus.
- Experience with Salesforce is preferred.
- Experience interacting with functional teams in Sales, Service, IT, Operations, Software Development, Product Management is a plus.
- Experience interacting with customers to understand their needs and help solve their business problems.
This role has a preferred office location in Athens, GA, but can be performed with a high percentage of remote work.
Remote candidates will need to travel to Athens, Georgia occasionally. Overall travel requirements for this role are 10% or less
#LI-hybrid
RSRCAR
Job Number: 30127601
Community / Marketing Title: Telematics Customer Experience Manager
Location_formattedLocationLong: Georgia, US