Job Description

About the role

The US Command Center Manager role is critical for both the growth of the Command Center as well as for maintaining BAU operations.

Carrier runs Command Centers based out of US (Kennesaw) and India (Bangalore) for managing the HVAC Equipment Management operations of customers globally. Carrier is looking for Lead Service Manager with Mechanical / HVAC / Controls and Customer Management experience to lead the North America Command Center in Kennesaw.

This position follows a hybrid schedule, with 3 days onsite and 2 days remote per week

Key Responsibilities

• Engage with internal Carrier and External Customers for Service discovery, definition, deployment, and ongoing operations. Co-own the overall P&L of the Command Center execution for the US region. This will be a global role based out of the US
• Lead a team of 2 to 3 direct reports (Service Managers/Supervisors) and ~20 indirect technical support engineers
• Design and run global delivery operations engaging with teams in India and other geographies
• Business Process Management – discover, define, develop and deploy processes that span teams and geographies
• Drive the Command Center growth to the next levels and make it best in class

Services Design

• Engage with internal and external customers, understand business, technical & commercial needs, adapt Command Center Solution to the customer needs and design the overall service (people/process/technology/commercial - PPTC) by working with various stakeholders. Lead/Support Contract and Commercials design based on the nature of service and customer

Sales Support

• Contribute to and participate in Sales Pursuits from the command center side. Support with RFP/RFI responses, solutions, processes, efforts/costing, customer visits, tradeshows

Remote Service Operations Management

• Lead the Command Center team from the Setup, Transition, Stabilization and Operations phase of remote operations. Engage with the global team for hybrid delivery model and drive operational and business efficiency

Team Leadership

• Hire, groom and mentor technical service managers/leaders, engineers for technical operations. Design and implement measures of competency development

Drive Digital Transformation Adoption

• Act as the champion for digitization adoption internally within the team for operational excellence as well as with the customer for adopting IoT, Analytics, Service Management Products and Services

Required Qualifications

• Associates degree
• 10 + Years of work experience in Energy Management Systems related areas of System Integration and/or Remote Services Management for HVAC Equipment
• 5 + years of prior experience of working with customers and internal stakeholders and capturing business needs, translating them into services solutions covering techno process commercial aspect
• 5 + years of working Familiarity with HVAC equipment like Chillers, plants, RTU and multiple Control Solutions including but not limited to Tridium, Schneider, Honeywell, Trane, Novar, etc.
• 3 + years of Business Process Management experience with discovery, define, develop and deploy processes that span teams and geographies

Preferred Qualifications

• Preferably handled 2 to 3 multisite projects / large site projects (2000 plus sites) for Remote Energy Management System and/or System Integration
• Experience managing supervisors and team leads
• Global delivery experience
• Excellent Customer management and Customer Engagement skills
• Good understanding and exposure to Project Management and Service Management
• Experience working with different internal teams and at different internal Business unit and other business unit levels
• Experience working with field service teams/vendors in some capacity