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

This position manages a team of intermediate or experienced professionals in Product and Technical Service as it relates to controls support for all DLS/VRF controls. Establishes objectives and guidelines for Controls specialists across NA. Resolves escalated complex technical problems and provides oversight to technical analysis. Implements continuous improvement initiatives for DLS/VRF Controls Products

Key Responsibilities:

• Engages in business process and development of procedures to ensure business objectives are met.
• Coaches experienced dispatchers and/or team leaders and provides feedback, when required, to help them solve problems and build capabilities.
• Works closely with Product Management and Engineering teams for controls development
• SME - Industry controls solutions
• Responds and handles complex calls with high profile customers to ensure smooth and effective operations.
• Prioritize resources to ensure cost effectiveness and coordination of activities.
• Monitors performance metrics to ensure productivity targets are achieved.
• Consolidates analytic results and presents information to managers to improve product and technical service operations.
• Handles some complex customer matters and escalates more complex issues to appropriate level to satisfy customer requirements.
• Leads and advises team members with routine/more complex tasks , when required, to help them solve problems and also build capabilities.
• Engage with and support with Digital team to continue to develop controls offering and BU alignment

Required Qualifications:

• 7+ years’ experience in control integration and HVAC VRF/DLS
• High school diploma/GED

Preferred Qualifications:

• VRF and Ductless equipment service experience
• VRF Controls integration experience preferred
• Experience troubleshooting all aspects of commercial applied HVAC systems
• Proven experience demonstrating excellent conflict resolution, negotiation, and problems solving skills in high pressure and challenging environments
• Experience in quality improvement position working with warranty data/systems
• Experience in a position requiring technical presentations
• Proficient with Microsoft Office products (Word, Excel, PowerPoint, and Outlook)
• Proven examples of demonstrating strong written and verbal communication skills
• Willing to travel frequently and sometimes on short notice in support of customer needs

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