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Sr. Manager, Product & Technical Service Field Operations
IndianaCountry:
United States of AmericaLocation:
CAINO: Carrier-Home Indiana Remote Location, Remote City, IN, 46001 USAThe Product & Technical Service Field Operations Manager will be responsible for managing a team that provides technical field support and training for Residential & Light Commercial products marketed and sold in North America. This position supports both internal (Carrier) and external (distributor & contractor) customers for new and existing products. This management position is responsible for taking the lead on product issues, investigations, and continuous improvement projects. This position is 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.
GENERAL RESPONSIBILITIES:
- Lead a highly skilled team of 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 installation and service training for internal and external customers, focusing 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
LEVEL OF RESPONSIBILITY:
- Requires advanced business knowledge, general management skills, and leadership capabilities.
- Applies advanced skills in a specialized field, adapts new procedures, techniques, tools, etc.
- Fully developed professional able to work without direct guidance or daily direction from others
- Requires ability to communicate with leadership regarding matters of strategic importance to the organization.
EDUCATION:
The ideal candidate will possess a technical degree with the following years of experience or equivalent field experience:
- BA/BS degree with 4-7+ year field experience or
- 7-10+ years of field experience
QUALIFICATIONS:
- Ability to lead and manage a team of experienced professionals
- Residential and Light Commercial HVAC equipment experience
- Working knowledge of the HVAC industry and go-to-market strategies
- Proven experience demonstrating excellent conflict resolution, negotiation, and problems solving skills in high pressure and challenging environments
- Experience in a quality improvement position working with warranty data/systems
- Experience in a position requiring technical presentations or technical training
- Proficient with Microsoft Office products (Word, Excel, PowerPoint, and Outlook)
- Proven examples of demonstrating strong written and verbal communication skills
- Willing to travel frequently, sometimes on short notice, in support of customer needs
TRAVEL REQUIRED: 25%-40%
ADDITIONAL COMMENTS:
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.
Ideal candidates will reside in Indianapolis, IN. Periodic travel to Indianapolis, IN and other parts of the USA, will be necessary. Qualified candidates may reside anywhere in the USA. Relocation will not be required. Remote-based candidates will need the capability to work from home.
The qualified candidate will need to be a highly motivated self-starter and willing to work in a fast-paced and challenging environment.
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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