Job Description

Data Management Services (DMS) Associate

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

As a Sensitech Data Management Services (DMS) Associate, you will enjoy working in a supportive, team-oriented atmosphere that has a major impact upon driving value and improvement within our ongoing Food and Life Science programs and projects. The DMS Associate is primarily responsible for the data management of TempTale monitors and database maintenance for customer accounts served by Sensitech’s Professional Services team.

The DMS Associate works in a team environment, participates in team meetings, proactively addresses DMS issues, and works with the team on special projects to improve services to our customers. The DMS team is in many cases the frontline of Sensitech’s interaction with customer data. It is also involved in support of our most advanced programs where labor-intensive solutions allow Sensitech to explore and support new activities prior to the development of automated solutions.

This position works closely with the Program Managers and Support Services team members to highlight areas where automated tools would facilitate improved quality of team results while increasing throughput. Establishing and monitoring key metrics of on-time and accurate data to the Program Managers is essential for continued success and reliability of customer data and reports.

Key Responsibilities

• Ability to learn the company products, their technical requirements, modes/methods of operation and uses cases.
• Assists customers by researching, responding, and resolving various customer inquiries related support and troubleshooting of Sensitech products, computer hardware and software.
• Communicate with end users of various technical aptitude.
• Conduct remote troubleshooting
• Conduct remote sensor swap out and annual calibration tasks
• Communicate effectively with other “virtual team” members to ensure collaboration on solutions and swift resolution of problems
• Responsible for maintaining a high standard of customer satisfaction while following Sensitech policies, procedures, and warranties.
• Executes multiple projects simultaneously to defined department standards using proper project: Initiation, Planning, Execution, Monitoring and Control, and Closure
• Engages stakeholders and communicates progress
• Set up of customer software and databases
• Collaborate with cross functional departments including internal and external sales personnel, Professional Services, Engineering and Data Center teams to ensure that technical support issues are properly addressed including the use of the CAPA/CAR process.
• Use ticketing system and CRM to track & resolve all open customer issues.
• Participate in Support Service team process improvement activities designed to improve service quality and proactively address product/customer issues using the ACE methodology.
• Review and execute existing procedures (Work Instructions) to ensure compliance with current practice and Sensitech's Quality System
• Provide download service, adds and edits shipment information, conditions trips, and ensures the quality, accuracy and thoroughness of information in multiple program and project databases using the appropriate tools and processes.
• Other tasks as assigned

Required Qualifications

• High School Diploma or GED

Preferred Qualifications

• Associate degree or equivalent professional experience
• Minimum of 2 years work experience
• Intermediate experience with Microsoft Office Suite, particularly Excel
• Proven ability to learn new software quickly
• Able to handle multiple priorities with excellent time management skills
• Meticulous attention to detail and excellent verbal and written communication skills
• Ability to work with multiple stakeholders; team members, Program/Project Managers, and other internal customers.
• Demonstrated teamwork skills
• Flexibility and adaptability are required as customer demands change and evolve

EH&S REQUIREMENTS

• Comply with the EH&S Policy and applicable regulatory and company EH&S rules and requirements
• Report to supervision conditions or practices that are either unsafe or that may adversely impact the environment, to ensure prompt resolution of potential hazards
• Attend scheduled EH&S training program
• Actively support the organization’s efforts to meet or exceed EH&S goals and plans
• Recommend improved EH&S practices

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