Job Description

As the Field Service Engineering Manager for the Eastern region, you will provide strategic leadership and hands-on technical expertise to a team of four Field Service Engineers. This role is responsible for managing the service relationships with select dealer locations and acting as the primary "voice of the customer" to drive business unit priorities. You will balance high-level team coaching and development with active, hands-on involvement in diagnosing complex transport refrigeration issues and resolving high-profile customer complaints. By collaborating across functions and utilizing predictive technologies, you will ensure the delivery of world-class support while maintaining a deep, practical engagement with the product and the field team’s daily operations.

Responsibilities

• Provide guidance to a team of Field Service Engineers with regards to focus and business objectives
• Engage with customers regarding their overall service and support needs as well as discussions of Carrier Transicold’s service/product offerings.
• Be a “voice of the customer” in terms of establishing business unit priorities and key deliverables for the organization to maximize customer satisfaction.
• Collaborate with other functions within the North America Truck Trailer organization to drive continuous improvement in products and services.
• Ensure appropriate, timely responses and communications between internal functions and the dealer network.
• Act as subject matter expert for transport refrigeration systems and application practices.
• Utilize predictive tools and technologies to proactively diagnose customers’ service issues.
• Evaluate field experiences and drive resolution of service issues to improve customer satisfaction.
• Actively work to find solutions to challenging issues that support business directives and satisfy customers’ needs.
• Ensure appropriate training and development of the field service team within their area of responsibility.
• Coordinate with field service peer(s) to identify opportunities to drive standardization and efficiency in field practices.
• Coordinate, prioritize, and resolve issues encountered by a more experienced team/multiple teams.
• Review escalated issues that will impact the business and provide recommendations for solutions.
• Possess strong technical/product knowledge.
• Manage more experienced team according to established programs and objectives.
• Quality Issue Management
• Contact customers, collect feedback, and establish and maintain good relationships with key customers.
• Respond to complaints of high-profile customers, carry out the customer satisfaction investigations, and establishes the appropriate improvement plan.
• Coach team members to ensure operational achievements are met.
• Maintain training and audit/assessment programs to ensure implementation and effectiveness of internal controls.

Minimum Requirements

• High School Diploma or GED.
• Valid driver’s license with a safe driving record to support frequent travel to regional dealer locations via company vehicle.
• 3+ years of experience managing an end user technical relationship.
• 2+ years of experience with electrical, mechanical, or refrigeration systems.
• 1+ years of experience of having leadership responsibilities with a technical team.
• Willing and able to travel up to 60% via company vehicle and air travel primarily within the Eastern United States, with rare instances of international travel.
• Ability to maintain a productive home office for administrative tasks when not traveling in the field.

Preferred Qualifications

• Has broad knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization.
• EPA 608 Certification.
• Previous experience working in transportation or automotive or HVAC industries.
• Proficient in Microsoft Office Applications.