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.

Key Responsibilities:

• Manages delivery of technical product training programs to customers, employees, and/or field support personnel, covering complex product modules specific to an assigned product line.

• Oversees communications with organizations and departments to ensure product research, development, and delivery of training programs are in line with expectations.

• Recommends content for inclusion and the format of training aids and materials.

• Advises trainers on the format that should be used for training sessions and product demonstrations.

• Advises on the policies that trainers should follow when administering tests in conjunction with technical training sessions.

• Consolidates and provides feedback to the management on the effectiveness of training activities.

• Recommends revisions for training plans and materials to ensure course materials reflect product features, meet new training requirements and contain up-to-date technical information.

• Coaches technical support engineers and provides feedback, when required, to help them solve problems and also build capabilities.

• Responds and handles complex calls to ensure smooth and effective operations.

• Schedules resources for training and 24x7 support to ensure cost effectiveness and coordination of activities.

• Operates technical support and training with established procedures to ensure business objectives are met.

Required Qualifications:

• Bachelors Degree

• 5+ years of Technical Support or Call Center experience

• 5+ years of Customer Facing experience

Preferred Qualifications:

• 3+ years experience in lead type of role

• Clear and concise ability to explain fundamental of use of Det-Tronics product lines to new users

• 5+ years of customer training experience

• 3+ years experience working in a customer support environment preferred

• 3+ years’ experience within the IFPS industry preferred

• Experience managing direct reports in the technical service environment

• Extraordinary interpersonal skills and customer focus

• Experience with Salesforce, JDE and other CRM tools

• Comprehensive knowledge of MS Office software applications (Word, Excel, PowerPoint, Outlook)

• High attention to detail

• Team oriented and ability to work in a dynamic environment.

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