Technical Service Manager – Residential And Light Commercial Hvac

Country:

United States of America

Location:

CAWAO: Carrier-Home Washington Remote Location, Remote City, WA, 06032 USA

Technical Service Manager – Residential and Light Commercial HVAC

Ideal candidate will be located in Washington, California, Colorado, Idaho, Nevada, Oregon, or Utah

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.

This position is for a senior professional with deep knowledge and highly developed technical expertise in HVAC Products and Technical Service who troubleshoots customer issues and provides critical training to customers. This role will analyze and present data to management, ensure complex issues are escalated to the appropriate level, and advise less experienced team members on policies, procedures, and the interpretation of technical product information.

The Technical Service Manager will be responsible for providing technical field support for residential and light commercial HVAC and related products marketed and sold through wholesale distributors in the Northwest region of the United States.

KEY FUNCTIONS:

• Responds and handles complex calls with high profile customers to ensure smooth and effective operations of products and services
• Conducts training sessions, product demonstrations, and develops criteria for evaluating effectiveness of training activities
• Obtains information from customer and technical organizations, engineering, software and product requirements to prepare training programs for customers and team members. Ensures implementation of training programs
• Contributes as the subject matter expert for multiple products and services.
• Proficient in handling complex customer matters and to ensure escalation to management if necessary.
• Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors

GENERAL RESPONSIBILITIES:

• Review, negotiate and process warranty claims and concessions
• Supporting the quality, warranty, customer care, legal, engineering, aftermarket, and other internal customers in gathering and providing data relevant to solving technical issues
• Reviewing and analyzing warranty data to identify above average warranty claims patterns and drive quality improvements, warranty ppm reductions, and warranty spend reductions
• Represent Carrier’s interests as it relates to warranty and distributor agreements
• Providing troubleshooting assistance to dealers and distributors via phone, electronic communication, and job site visits in assigned territory
• Tracking and reporting monthly expenses
• Developing training materials to present at technical meetings and distributor/dealer events
• Developing quality distributor technical support staff
• Supporting and implementing corporate policies and objectives

Required Qualifications:

• HS Diploma or GED
• 1+ years’ experience with Microsoft Office products (Word, Excel, PowerPoint, and Outlook)
• Ability to travel in excess of 25% - 40% of typical workweek, including air travel, overnight hotel stays, and unexpected travel
• 5+ years’ experience in the HVAC industry in engineering, product management, or services
• 2+ years’ customer service experience, troubleshooting, or root cause analysis

Preferred Qualifications:

• Possession of a valid driver’s license
• BA/BS in Engineering
• Masters’ degree in Engineering
• Strong written and verbal communication skills
• Highly motivated self-starter, customer focused and willing to work in a fast-paced and challenging environment
• Experience providing technical presentations and training
• Familiarity with warranty data/systems
• Must be able to effectively work from home, demonstrating exceptional self-discipline and time management skills while maintaining a productive and professional work environment

RSRCAR

#LI-Remote

Pay Range:

$108,750 - $152,250 Annually

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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