Service Operations Lead

Job Number: 7182

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. We make modern life possible by delivering safer, smarter, and more sustainable products and 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.

Carrier Commercial Service has an opening for a Business Operations Supervisor. This position oversees and ensures accountability of a team of specialists who support sales and operations for a broad geography. The role is also responsible for managing facility operations and financial tasks and ensuring consistent processes and execution of standard work.  

RESPONSIBILITIES:

• Administer service contracts to optimize profits, verify obligations are met, ensure 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 completing service jobs
• Manage all time charged to jobs including Procard transactions (billable vs non-billable)
• Manage accounts receivable and assist with the resolution of customer billing disputes
• Procure parts and materials for scheduled maintenance, repairs, and emergency service calls
• Manage warranty and startup jobs
• Complete booking of new jobs and set up of billing plans
• Review open orders daily to ensure timely completion of jobs
• Ensure timely and accurate billing of project, service contract, T&M, and fixed price jobs
• Ops lead is responsible for joining DMB meetings daily and being prepared to discuss progress on relevant KPIs and actions to improve underperforming KPIs.
• Ops lead is responsible for proactively identifying actions, performing offline tasks assigned in DMBs, and escalating any blockers to ensure consistent improvement in KPI performance and field operations in general.

Required Qualifications:

• High School diploma / GED
• 2+ years of Service Industry experience

Preferred Experience/Qualifications:

• 2 - 5 years of relevant HVAC service industry experience preferred
• Strong experience in Microsoft Office Suite, Salesforce, and SAP
• Bachelor's degree in Business Management or relevant field preferred

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Job Number: 30171174

Community / Marketing Title: Service Operations Lead

Location_formattedLocationLong: North Carolina, US