Technical Service Manager (TSM)

Country:

Location:

Additional Locations: (Remote)
Nashville (TN), Atlanta (GA), Orlando (FL), Philadelphia (PA), New York (NY), Washington DC, Raleigh (NC), Indianapolis (IN), Cincinnati (OH), Columbus (OH), St-Louis (MO), Richmond (VA), Pittsburgh (PA).

About Carrier
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.

Role Purpose
The HVAC Commercial Technical Service Manager (TSM) responsible support of 17/19/23 series Heavy Applied products will provide phone, written and on-site support of new equipment shipped to the field from our plants: in Charlotte NC, CMX in Mexico and YLC in China.

Support will include technical phone support through Carrier’s central call center, for both Carrier technicians and independent contractors in the field, Carrier Commercial Offices, and all sales and Distribution offices as necessary. The TSM role will also require providing written technical and corrective action support, and field site visits to provide local technical assistance for Heavy Applied Chillers (17 series open centrifugal, 19 series high and low pressure centrifugal, 23 series screw).

Support coverage will be a portion of the US and International markets, split with a second Heavy Applied TSM. Most contact will be by email, telephone or via cases taken by the Carrier Call center and managed in Carrier’s case management system, with some regional travel required to provide onsite training, troubleshooting or other technical support for Carrier equipment specific to the products already identified (up to 30% travel is expected in the North American market). This role will also be 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 also provide feedback to the Commercial Factories on all quality related issues.

In this home office (remote) position, the ideal candidate would be located near the Charlotte, NC, plant, but other office locations will be considered of which: Nashville (TN), Atlanta (GA), Orlando (FL), Philadelphia (PA), New York (NY), Washington DC, Raleigh (NC), Indianapolis (IN), Cincinnati (OH), Columbus (OH), St-Louis (MO), Richmond (VA), Pittsburgh (PA).

(Access to a major airport would be a requirement).

Role Responsibilities:

• Provide troubleshooting assistance for commercial Heavy Applied chillers (17, 19,23 series) in the US market via phone, electronic communication and/or job site visits.
• Support Factory Engineering and Quality groups in Charlotte, NC, and in China (YLC) as well as any other internal customers in gathering and providing data relevant to solving technical issues.
• Assist with developing training materials as required to provide and/or present at technical meetings for the customer, and for Carrier Commercial Service or Direct Sales Offices.
• Negotiate and process all open disputed warranty claims as required, for Heavy Applied centrifugal and screw chillers (17,19,23 series) installed in customer sites min a portion of the US and International Markets.
• Provide feedback and assist management in analyzing warranty and other quality issues found in the field to drive quality improvements, warranty ppm reductions and warranty spend.

Basic Qualifications

• High School/GED/Trade School and 5+ years' experience combination in the Technical Field with High and Low pressure Centrifugal and Screw Chillers,
  OR: Associate Degree in Engineering and 3+ years' experience combination in the Technical Field with High and Low pressure Centrifugal and Screw Chillers.
• 3+ years experience with Microsoft office products (Word, Excel, Outlook).
• Possession of a valid driver's license.
• Ability to travel as needed to support training on site, and/or jobsite visits.

Preferred Qualifications (assets)

• Bachelor’s degree in mechanical engineering.
• Commercial Applied HVAC equipment service experience (heavy applied chillers).
• Familiarity with warranty data/systems.
• Experience providing technical presentations and training.
• Strong written and verbal communication skills
• Good conflict resolution, negotiation and problems solving skills in high pressure and challenging environments.

Additional information

• Immigration sponsorship is not supported for this position.

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Pay Range:

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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