Technical Support Engineer

Job Number: 957

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

Established Field Service professional. Interacts with customers and field team members. Analyzes and interprets test information to resolve design/system-related problems. Responsible for effective call handling, coordinating support to global customers, assist with scheduling of Field Staff and Subcontractors, and service call follow-up.

Key Responsibilities

● Receive service calls from the customer professionally, gather the appropriate information, and determine necessary action. All service calls must be scheduled within two hours of receiving the customer’s initial call and this information must be given to the customer within those two hours

● Daily answering of technical support line and completion of call log report.

● Troubleshoot, verify, and correct operation of ALC furnished equipment and field devices

● Utilize company or customer standard programs for designing the software logic for assigned service projects

● Completes each assigned project focusing on customer satisfaction and specification compliance while trying to maintain budgetary guidelines

● Order repair/replacement material

● Tracking of RMA and outstanding material returns over 30 days

● Maintain on-call schedule

● Establish and maintain relationships throughout the customer’s organization. Communicate both internally and within the customer’s organization throughout the project to assess the customer’s satisfaction and identify potential future projects.

● Manage communications to the customer both locally and globally. Keeping Service Operations Manager and Account Managers informed of all issues associated with the customer.

● Coordinate with the Branch Service Coordinator and Service Operations Manager to ensure effective manpower planning. Interact with the Branch Service Coordinator regarding T&M invoicing and proper service ticket management and workflow as it pertains to portfolio and owner direct work. Coordinate and manage all service calls to be performed for the customer

● Ensure all ALC Branch safety and ethics standards are met.

Required Qualifications

● 5+ years of experience with Automated Logic Controls.

Preferred Qualifications

● Ability to read and understand construction drawings and schematics

● General computer skills

● Good oral and written communication skills

● Good understanding of ALC HVAC, electrical, and/or HVAC control systems

● Graduate of a technical school, two years NSA Engineering and/or ALC Service System Specialist experience, or two-year experience in a related technical position

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RSRCAR

Job Number: 30107211

Community / Marketing Title: Technical Support Engineer

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