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

The HVAC Commercial Technical Service Manager (TSM) will be responsible for providing technical field support for Carrier Commercial Unitary products and ancillary products marketed and sold through Carrier Distribution, Carrier Direct Sales Offices and Carrier Commercial Service offices in the West region (territory to include CO, CA, WY, WA, OR, NV, HI). This position is responsible for pre- and post-sales technical field support and training to both internal (Carrier) and external (Independent Distributors, local contractors and end users) customers on new and existing products and ancillary product sales. This position will have a high level of interaction with internal/external customers for training and problem resolution. Most contact will be by email, telephone or via cases managed in Carrier’s case management system through our national call center, with regional travel required to provide onsite training, troubleshooting or other support for Carrier equipment. This position is responsible for assuring customer product satisfaction by working with internal/external customers to coordinate and approve warranty related issues, registering of claims, handling training issues and supporting equipment installation, start-up and service-related issues. This position will be the focal point for contact but will utilize the expertise of the other TSM’s to solve problems, provide training, etc. based on skill set required. This position is a key input in the feedback loop to the Commercial Factories on all quality related issues.

In this role you will manage quality assurance processes and/or projects as an individual contributor. Will work to achieve objectives that have a major impact on the organizational quality goals. Uses expertise to provide input on processes, standards, and plans to continuously improve quality.

Key Responsibilities

• Analyzes and makes recommendations for the implementation of Quality Assurance plans, guidelines, policies, and processes to ensure the achievement of Quality targets.
• Manages projects and processes to ensure overall quality is continuously improving.
• Provides production process analysis, ensuring quality standards are met and making recommendations for key quality improvements.
• Manages collection and analysis of quality information from multiple sources for the development of quality strategy and programs.
• Reviews quality improvement processes to ensure on-going reductions in Cost of Poor Quality (COPQ) and escapes.

Basic Qualifications

• HS Diploma or GED
• 3+ years of experience in the HVAC industry working with commercial equipment

Preferred Qualifications

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

• BA/BS in Engineering
• Masters’ degree in Engineering
• Experience working with air cooled chillers, splits, air side products
• Technical field experience working in the HVAC industry on commercial products.
• Commercial Applied HVAC equipment service experience (heavy applied chillers).
• Experience troubleshooting all aspects of commercial applied HVAC systems.
• Good conflict resolution, negotiation and problems solving skills in high pressure and challenging environments.
• Familiarity with warranty data/systems.
• Experience providing technical presentations and training.
• Possession of a valid driver’s license.
• Proficient with Microsoft Office products (Work, Excel, PowerPoint and Outlook).
• Strong written and verbal communication skills
• Ability to travel as needed to support training on site, and/or jobsite visits.

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