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:

• Provide technical support and investigation of issues reported by field
• Receive and respond to escalated technical issues by telephone and CRM applications.
• Interfaces directly with dealers and field service engineers throughout the problem resolution process, including understanding customer issues, conveying action plans, and communicating updates and resolution
• Resolve complex technical issues through research, data analysis, and advanced troubleshooting
• Work directly with engineering, manufacturing, and quality teams to develop a resolution to problems.
• Manage schedule of assigned projects, determine priority levels, and set expectations for other teams
• Document support cases, identifying the root cause, troubleshooting, and issue resolution for new knowledge base content.
• Represent “Voice of Service” for product improvement and new product development projects
• Serve as technical lead for field evaluation units
• Develop technical documentation including manuals, service bulletins, and work instructions
• Create and present content for training events and seminars

Required Qualifications:

• High School Diploma or GED
• 3+ years’ experience in Service Engineering or technical field

Preferred Qualifications:

• Bachelor’s degree or equivalent work experience
• Experience in troubleshooting Control System Designs
• Ability to use and interpret outputs from electrical diagnostic and data recording equipment
• Previous service experience in (automotive/heavy equipment/truck/refrigeration), or related field
• Proficiency in Salesforce
• Creation of automated processes and workflows
• Understanding of battery electric vehicles
• Familiar with continuous process improvement methodology
• Experience writing and editing technical documentation
• Proficient with Microsoft Office applications
• Experience reading technical drawings and schematics

• Customer-focused and team-oriented.
• Experience troubleshooting common rail diesel engines and emissions systems
• Understanding of electrical, mechanical, and refrigeration systems
• Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.
• Excellent interpersonal skills
• Ability to communicate high-level troubleshooting to remote technicians
• Previous experience in support roles
• Excellent interpersonal soft skills
• Ability to work independently and as part of a team

RSRCAR

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