Country:

　　United States of America

　　Location:

　　CAINO: Carrier-Home Indiana Remote Location, Remote City, IN, 46001 USA

　　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.

　　Carrier HVAC Residential and Commercial Operations is looking for a senior professional with deep knowledge and highly developed technical expertise in Product 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. Including making significant changes to procedures to ensure Product Technical Service efficiency and effectiveness.

　　About this role

　　The Manager - Product & Technical Service Field Operations DLS/VRF will be responsible for managing a team that provides technical field support and training for Ductless and VRF products marketed and sold in North America. This management position is responsible for taking the lead on product issues, investigations, and continuous improvement projects. Also 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 the USA and Canada is required.

　　For the Manager – Product and Technical Services Field Operation the ideal candidate should be located somewhere in Indiana/Arizona USA, this is a remote role with up to 75% traveling to customers’ locations in this area.

　　We value our people and offer an extensive benefits package, with financial rewards including health insurance, a retirement savings plan, and also lifestyle support with flexible working and parental leave. Plus, we’ll support your growth with paid-for external training programs and courses.

　　Key Responsibilities

　　Lead a highly skilled team of 7 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 installations and service training for internal and external customers, focus 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

　　Basic Qualifications

　　High School Diploma or GED

　　7 years plus experience in HVAC service industry with a mechanical focus

　　Travel up to 75%, sometimes on short notice, in support of customer needs

　　Preferred Qualifications

　　Working knowledge of the HVAC industry and go-to-market strategies

　　Experience in Ductless and Variable Refrigerant Flow equipment

　　Conflict resolution, negotiation, and problem-solving skills in high-pressure and challenging environments

　　Quality improvement working with warranty data/systems

　　Technical presentations or technical training

　　Microsoft Office products (Word, Excel, PowerPoint, and Outlook)

　　English written and verbal communication skills

　　RSRCAR

　　#LI-remote

　　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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