Job Description

Area Of Expertise

The Product & Technical Service Field Operations Manager, known as the Technical Service Manager, will be responsible for managing a team that provides technical field support and training for Residential & Light Commercial products marketed and sold in North America. This position supports both internal (Carrier) and external (distributor & contractor) customers for new and existing products. This management position is responsible for taking the lead on product issues, investigations, and continuous improvement projects. This position is responsible for assuring customer and product satisfaction by working with internal/external customers on technical issues, warranty-related issues, training, equipment start-up, controls integration, and service issues. Travel throughout North America is required.

This role will be supporting Midwest states including but not limited to: North Dakota, South Dakota, Montana, Wisconsin, Minnesota, Nebraska, Iowa, Missouri, Illinois, Indiana.

General Responsibilities

• Lead a highly skilled team of technical service managers and technical service advisors located across North America.
• Provide advanced troubleshooting assistance and technical expertise to the direct report team, sales team, and customers.
• Gather and analyze data from multiple sources relevant to solving technical issues.
• Utilize team to develop and deliver multi-day, hands-on, technical installation, and service training for internal and external customers, focusing on system overview, installation, commissioning, start-up, troubleshooting, and controls.
• Develop technical training materials for meetings and distributor/dealer events.
• Work closely with engineers, factories, and product managers to refine and enhance the product offering.
• Implement systems, tools, and processes to increase the effectiveness of the technical service team.
• Support and implement corporate policies and objectives.
• Track and report monthly department expenses.
• Apply advanced skills in a specialized field, adapts new procedures, techniques, tools, etc.
• 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.

Required Qualifications

• Bachelor’s degree with at least 4 years of HVAC field experience, or a high school diploma/GED with a minimum of 7 years of HVAC field experience.
• Minimum of 5 years’ experience leading and managing teams of skilled professionals.
• Minimum of 5 years of hands-on experience with residential and light commercial HVAC systems.
• Minimum of 3 years delivering HVAC technical training or presentations.
• Capability to work remotely with a dedicated home office setup.
• Willing and able to travel domestically up to 50%, including periodic trips to Indianapolis, Indiana, and short notice travel to support customer needs.

Preferred Qualifications

• Strong written and verbal communication skills, with demonstrated effectiveness in professional settings.
• Experience presenting and communicating strategic topics to senior leadership.
• Ability to work independently with minimal supervision and direction.
• Solid business acumen, including general management and leadership skills.
• Self-motivated, proactive, and comfortable working in a fast-paced, dynamic environment Strong working knowledge of the HVAC industry, including go-to-market strategies.
• Proven ability to resolve conflicts, negotiate effectively, and solve complex problems in high-pressure environments.
• Experience in quality improvement initiatives, including working with warranty data and systems.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Residence in the Midwest region, preferably near Indianapolis, Indiana
• Strong working knowledge of the HVAC industry, including go-to-market strategies.

Additional Comments

Relocation will not be required.