Service Operations Lead

Job Number: 3710

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

The ideal candidate for this role will have the ability to leverage technology to enhance the communication and operational efficiency of the service branch.

Key Responsibilities:

• Maintains effective communications with customers and field team members to better understand support requirements.
• Schedule and dispatch technician daily work orders for repairs while ensuring scope of work and time requirements are well communicated
• Manage prioritization of repairs while optimizing technician assigned routes to align with job requirements
• Partner with Service Manager & Service Coordinator to prepare bi-weekly technician schedule                       
• Proactively distribute work orders for jobs daily
• Administer service contracts to optimize profits, verify obligations are met, ensuring customer satisfaction and retention
• Proactively monitor, pursue and assist with the selling of field service and repair opportunities in an effort to ensure pull through revenue goals are met
• Assist leadership in driving on time , within budget completion of service jobs
• Manage all time charged to jobs including approvals of timesheets and Procard transactions (billable vs. no-billable)
• Manage day to day execution of T&M, fixed price, service contracts and projects
• Manage warranty and startup jobs
• Complete bookings of new jobs and setup billing plans
• review open order daily to ensure timely completion of jobs
• Ensure timely and accurate billing of project, service contract & T& M and fixed price jobs
• Adhere to scheduling guidelines and work order priority to manage schedule        
• Assist with the management and recording of non-productive technician time  
• Procure parts and materials for scheduled maintenance, repairs and emergency service calls     

Required Qualifications:

• High School diploma or GED
• Must have a valid Driver’s License
• 1+ years customer service experience

Preferred Qualifications:

• Excellent verbal and written communication skills
• 2+ years of HVAC service Industry
• Bachelor’s Degree in Business Management
• Strong organizational skills
• Excellent attention to detail and accuracy
• Experience with Microsoft Office, Salesforce and SAP

RSRCAR

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Job Number: 30128398

Community / Marketing Title: Service Operations Lead

Location_formattedLocationLong: California, US