Job 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

Carrier HVAC Residential and Commercial Operations is looking for a senior professional with deep knowledge and highly developed technical expertise in Product and Technical Service who troubleshoots customer issues and provides critical training to customers. This role will analyze and present data to management, ensure complex issues are escalated to the appropriate level, and advise less experienced team members on policies, procedures, and the interpretation of technical product information. Including to make significant changes to procedures to ensure Product Technical Service efficiency and effectiveness.

The Manager – Product and Technical Services is an individual contributor, and the ideal candidate should be located somewhere in the Western USA, this is a remote role with frequent traveling to customers’ locations in this area.

Key Responsibilities

• Contribute as the subject matter expert for multiple products and services in DLS/VRF
• Respond and handle complex calls with high-profile customers to ensure smooth and effective operations of products and services
• Handle complex customer matters and to ensure escalation to management if necessary
• Conduct training sessions, and product demonstrations, and develop criteria for evaluating the effectiveness of training activities for DLS/VRF
• Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors
• Obtain information from customers and internal technical resources i.e., engineering, regarding software and product requirements to prepare training programs for customers and team members
• Ensure implementation of training programs at customers

Basic Qualifications

• High School Diploma or GED
• 10 years plus experience in building automation

Preferred Qualifications

Other qualifications you may have that would be beneficial in this role include:

• Associate or Bachelor’s degree
• i-Vu and Web CTRL experience
• Ductless & VRF (Variable Refrigerant Flow) Systems user interface controls experience
• Familiar with computer networks and hardware
• Problem-solver and solution orientation of complex problems
• Troubleshooter
• Adaptability
• Able to think outside the box
• Shows initiative
• Self-starter, driven to be successful and eager to grow
• Presentation skills
• English communication (verbal and written)

RSRCAR

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