Job Description

Area of Expertise

Product technical support to assist internal Carrier/Bryant/ICP staff, field technical service managers with product issue resolution and product improvement initiatives. Support of processes and methods to ensure company objectives in the areas of design, cost, efficiency, quality, and customer satisfaction are met.

Electronics controls (Electro-Mech, SystemVu, RTU Open, Comfort Link, Premier Link, TruVu, VFDs, BACnet, CCN Bus, ModBus, LAN, LON), low voltage circuitry and experience working with HVAC product experience is desired (design, application or field service related). Integration of i-Vu and third-party Building Management Systems is a benefit.

This is a full-time, remote position operating on a standard Monday through Friday, 1st shift schedule.

General Responsibilities

• Respond to customer technical inquiries through Salesforce CRM, phone and e-mail while providing product technical troubleshooting and application support to Carrier/Bryant/ICP Technical Service Managers and internal customers for Light Commercial Products.
• Provide live support to customers in the field.
• Provide service and application feedback as part of the product design and launch teams.
• Review and/or write product literature, service bulletins and technical training program materials.
• Qualify, quantify, and work to resolve product issues.
• Support manufacturing quality teams and engineering with product and process improvements.
• Communicate product updates and important product information in customer facing meetings.
• The incumbent in this role will be responsible for complying with Carrier’s Code of Ethics, Environmental, Health, and Safety (EH&S) policy and applicable regulatory and Company rules and requirements.

Level of Responsibility

• Responsible for small projects or multiple tasks within functional discipline.
• Make significant contributions to their team by applying their knowledge of the discipline.
• Work with moderate guidance on projects with short-term focus.

Required Qualifications

• Associates degree with 5+ years of HVAC experience, OR Bachelor’s degree with 4+ years of HVAC experience, OR licensed journeyman with 5+ years of HVAC experience, OR HVAC Trained Technician with 10+ years of HVAC experience.
• 4+ years of experience in a position with extensive focus on troubleshooting or HVAC process/product improvement.
• Willing and able to travel up to 10% of the year, sometimes on short notice.
• Must reside in the United States within a reasonable commutable distance to a major airport hub.
• Must have a dedicated, quiet workspace and a reliable, high-speed internet connection suitable for daily remote operations.

Preferred Qualifications

• Degree in Engineering or Technology.
• Exceptional customer service skills.
• Excellent oral, written, and presentation communication skills.
• Proficient with computer software (Windows, Excel, and PowerPoint).
• Must be self-directed with a desire to work within a fast-paced team environment
• Strong problem-solving abilities.
• Highly motivated self-starter, and willing to work in a fast-paced and challenging environment.
• Valid driver’s license with a clean driving record to travel to job sites as needed.