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

Primary responsibilities are to support customer deployment and usage of our telematics solutions, through focused field communications, process improvement, data/usage analysis and customer/channel support. The Customer Experience Manager will play a key role in strengthening fleet customer and channel knowledge and usage of the solution and its capabilities, through a combination of consistent and detailed communications, continuing operations process improvements, and training and support of internal and channel field sales and service teams.

Key Responsibilities

• Partner with internal cross-functional teams and aftermarket dealer network to drive the usage of telematics data through analytics and tools/process improvements.
• Become a subject matter expert on our telematics solution capabilities, including user applications and leverage of data.
• Partner with Enterprise Sales team to understand customer use cases and assist new customers in setting up our product in a way that helps customers achieve their goals.
• Partner with Enterprise Sales Team to provide follow up and customer service to existing Enterprise accounts to develop and expand Carrier relationship.
• Provide training on solutions and usage of data analytics to dealer channel network, and internal sales and services teams as needed.
• Receive inbound support requests and apply proper triage procedures to solve the problem, escalate to tier 3 or send to the appropriate cross-functional team.
• Gather data and provide regular reporting on support requests to leadership in order to identify common requests that require proactive solutions.
• Provide regular reporting on support call volumes for capacity planning.
• Solve problems and make recommendations for improvements as they arise.

Basic Qualifications

• BS or BA degree.
• 3-5 years Customer Service experience.

Preferred Qualifications

• Experience interacting with B2B customers and/or channel partners is essential.
• Great attention to detail is essential.
• Enthusiasm toward and ability to solve problems.
• Use of data analytics tools, including Microsoft Excel and pivot tables is preferred.
• Experience in Telematics and/or other Aftermarket Services offerings, or other IT solutions, SaaS or related applications is a plus.
• Experience with Salesforce is preferred.
• Experience interacting with functional teams in Sales, Service, IT, Operations, Software Development, Product Management is a plus.
• Experience interacting with customers to understand their needs and help solve their business problems.

This role has a preferred office location in Athens, GA, but can be performed with a high percentage of remote work.

Remote candidates will need to travel to Athens, Georgia occasionally. Overall travel requirements for this role are 10% or less

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