Spclst, Prod&Tech Svc

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AREA OF EXPERTISE:

The Ductless/Variable Refrigerant Flow (VRF) (eastern)Canada Technical Service Manager will be responsible for providing technical field support and training for Ductless and VRF products and ancillary products marketed and sold in eastern Canada. This position is responsible for pre-and post-sales technical support and training to both internal (Carrier) and external (distributor, contractor and end-user) customers. This position will have a high level of interaction with internal/external customers for training and problem resolution. This position is 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. Occasional travel throughout North America will be required.

GENERAL 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 Jobsite 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 system software to start-up and troubleshoot projects
• Negotiate and process all open disputed warranty claims on a regular basis 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
• Review and analyze warranty data to identify warranty trends and drive quality improvements
• Train and develop distributor technical support and customer assurance staff members
• Represent Carrier’s interests as it relates to warranty and distributor agreements
• Assist with development of product and testing new products
• Other tasks may be required as assigned including engagement with warranty administration, development of field solutions, providing training for emerging issues, coordinating field trial installations and performing distributor audits

LEVEL OF RESPONSIBILITY:

• Responsible for several components of the project or a complex component of a larger project
• Contributes to their team or department by applying their knowledge of one or more functional areas
• Fully developed professional able to work without direct guidance or daily direction from others
• Has in-depth technical knowledge and communications skills required of the discipline and role

EDUCATION:

The ideal candidate will possess a technical degree with the following years of experience or equivalent field experience:

• BA/BS degree with 10+ year field experience or
• 12+ years of field experience

QUALIFICATIONS:

• VRF and Ductless equipment service experience
• VRF Controls integration experience preferred
• Experience troubleshooting all aspects of commercial applied HVAC systems
• Proven experience demonstrating excellent conflict resolution, negotiation, and problems solving skills in high pressure and challenging environments
• Experience in quality improvement position working with warranty data/systems
• Experience in a position requiring technical presentations
• Proficient with Microsoft Office products (Word, Excel, PowerPoint, and Outlook)
• Proven examples of demonstrating strong written and verbal communication skills
• Willing to travel frequently and sometimes on short notice in support of customer needs
• Fluent in English and French preferred
• Ability to analyze data and identify trends
• Must be a highly motivated self-starter, customer focused and willing to work in a fast paced and challenging environment

TRAVEL REQUIRED: 50%

ADDITIONAL COMMENTS:

Ideal candidates will reside in South-Eastern Canada, with accessibility to an airport hub.  Relocation will not be required.  Candidates will need the capability to work from home.

The incumbent in this role will be responsible for complying with Carrier’s Code of Ethics, Environmental, Health, and Safety (EH&S) policy and applicable regulatory and Company rules and requirements. Carrier is an Equal Opportunity Employer.

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.

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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