Ductless/Variable Refrigerant Flow (VRF) Product and Technical Services Manager

Country:

United States of America

Location:

CAAZO: Carrier - Home Arizona Remote Location, Remote City, AZ, 85012 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 Ductless/Variable Refrigerant Flow (VRF) Product and Technical Services Manager will be responsible for providing technical field support and training for Ductless and VRF products and ancillary products marketed and sold in Southwestern USA. Take responsibility for pre-and post-sales technical support and training to both internal (Carrier) and external (distributor, contractor, and end-user) customers. Will have a high level of interaction with internal/external customers for training and problem resolution. Responsible for assuring customer product satisfaction by working with internal/external customers to coordinate warranty-related issues, training issues, equipment start-up, controls integration, and service-related issues.

75% traveling throughout the USA but primarily in the Southwestern states will be required.

This position will be based out of Arizona or any other Southwestern state within the territory and this is a fully remote opportunity.

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

• Provide troubleshooting assistance to Direct Sales and Independent Distribution customers, and Carrier Commercial Service offices via phone, electronic communication, and job site visits in assigned territory

• Support the problem resolution group and other internal customers in gathering and providing data relevant to solving technical issues

• Conduct multi-day hands-on technical installation and service training for contractors and other technical service managers, focusing on system overview, installation, commissioning, start-up, troubleshooting, and controls

• Develop training materials to present at technical meetings and distributor/dealer events

• Provide onsite job site assistance for installation, troubleshooting, and start-up

• Work closely with factories and product managers to refine and enhance the product offering to best support contractors' needs and simplify technical service processes

• Use Diagnostic system software to start up and troubleshoot projects

• Negotiate and process all open disputed warranty claims regularly for distributor, Direct Sales, and Carrier Commercial Service office and Independent Distribution

• Support and implement corporate policies and objectives, including ethics, The Carrier Way, and other quality initiatives

• Track and report monthly expenses

Basic Qualifications

• High School / GED

• 5 plus years of field experience in HVAC or HVAC Service

• 75% traveling throughout the USA

Preferred Qualifications

• BA/BS degree

• VRF and Ductless equipment service experience

• VRF Controls integration experience

• Troubleshooting all aspects of commercial applied HVAC systems

• Conflict resolution, negotiation, and problem-solving skills in a high-pressure and challenging environment

• Quality improvement, working with warranty data/systems

• Technical presentations

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

• Willing to travel frequently and sometimes on short notice in support of customer needs

RSRCAR

#LI-remote

Pay Range:

$112,828 - $157,959 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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