Technical Service Manager

Job Number: 5278

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.

This position is for a senior professional with deep knowledge and highly developed technical expertise in HVAC Products and Technical Service who troubleshoots customer issues and provides critical training to customers. This role will analyze and present data to management, ensure complex issues are escalated to the appropriate level, and advise less experienced team members on policies, procedures, and the interpretation of technical product information.

The Technical Service Manager will be responsible for providing technical field support for residential and light commercial HVAC and related products marketed and sold through wholesale distributors in the Northeast region of the United States. 

KEY FUNCTIONS:

• Contributes as the subject matter expert for multiple products and services.
• Responds and handles complex calls with high profile customers to ensure smooth and effective operations of products and services
• Proficient in handling complex customer matters and to ensure escalation to management if necessary.
• Conducts training sessions, product demonstrations, and develops criteria for evaluating effectiveness of training activities
• Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors
• Obtains information from customer and technical organizations, engineering, software and product requirements to prepare training programs for customers and team members. Ensures implementation of training programs

GENERAL RESPONSIBILITIES:

• Providing troubleshooting and technical assistance to distributors and customers via phone, electronic communication, and job site visits in assigned territory
• Supporting the quality, warranty, customer care, legal, engineering, aftermarket, and other internal customers in gathering and providing data relevant to solving technical issues
• Supporting and implementing corporate policies and objectives
• Reviewing and analyzing warranty data to identify above average warranty claims patterns and drive quality improvements, warranty ppm reductions, and warranty spend reductions
• Developing quality distributor technical support staff
• Developing training materials to present at technical meetings and distributor/dealer events
• Tracking and reporting monthly expenses
• Review, negotiate and process warranty claims and concessions
• Represent Carrier’s interests as it relates to warranty and distributor agreements

Required Qualifications:

• High School Diploma or GED
• 5+ years’ experience in the HVAC industry in engineering, product management, or services
• 2+ years’ customer service experience, troubleshooting, or root cause analysis
• 1+ years’ experience with Microsoft Office products (Word, Excel, PowerPoint, and Outlook)
• Ability to travel in excess of 25% - 40% of typical workweek, including air travel, overnight hotel stays, and unexpected travel

Preferred Qualifications:

• BA/BS in Engineering
• Masters’ degree in Engineering
• Must be able to effectively work from home, demonstrating exceptional self-discipline and time management skills while maintaining a productive and professional work environment
• Highly motivated self-starter, customer focused and willing to work in a fast-paced and challenging environment
• Familiarity with warranty data/systems
• Experience providing technical presentations and training
• Possession of a valid driver’s license
• Strong written and verbal communication skills

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RSRCAR

Job Number: 30145904

Community / Marketing Title: Technical Service Manager

Location_formattedLocationLong: New York, US