Sr Supv, Customer Svc

About Carrier:

Carrier, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

Responsibilities:

• Support the daily implementation and administration of warranty policies and procedures, ensuring staff follow established guidelines and escalating policy concerns or exceptions to management as needed.

• Monitor warranty claim workflows to ensure timely and accurate processing and reimbursement, providing coaching, troubleshooting support, and quality checks to maintain service standards.

• Review warranty data at the operational level to spot recurring issues, common failure patterns, or process bottlenecks, and share findings with management and cross‑functional partners to support corrective actions.

• Ensure team adherence to regulatory requirements and internal warranty standards, performing routine compliance checks and reinforcing proper documentation and process accuracy.

• Serve as an operational contact for the third‑party service provider (Service Bench/Asurion), communicating system change requests driven by state regulations, customer requirements, and internal departmental needs.

• Oversee daily operational processes for customer product registration (digital and paper), ensuring accuracy, completeness, and adherence to established procedures.

• Support the maintenance of a streamlined and user‑friendly registration experience by identifying issues, suggesting improvements, and ensuring the team follows best practices that promote customer engagement and accurate data capture.

• Coordinate with IT and Marketing on operational needs related to registration platforms and communication channels, report system issues, relay customer feedback, and assist with the implementation of approved updates.

• Use product registration data to support core functions such as warranty validation, customer service case resolution, product recall processes, escalating trends or concerns to leadership and cross‑functional partners when necessary.

Qualifications:

• Bachelor’s degree preferred (Business, Operations Management, Supply Chain, or related field).

• Associate degree with equivalent experience may be accepted.

• Minimum 3 years of progressive experience in roles such as customer service, warranty management, or product lifecycle management, with at least 2 years in a leadership role, preferably in a call center, service operations, or warranty environment.

• Experience in the HVAC industry is preferred.

Skills & Competencies:

Strong leadership and team management skills.

Experience working with platforms such as Service Bench, Salesforce, and SAP

Excellent communication, collaboration, and stakeholder management skills.

Proficient in process improvement methodologies (e.g., Six Sigma, Lean, Kaizen).

Benefits:

Employees are eligible for benefits, including:

• Health Care benefits: Medical, Dental, Vision; wellness incentives
• Retirement benefits
• Time Off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty; military leave; purchased vacation 
• Disability: Short-term and long-term disability 
• Life Insurance and Accidental Death and Dismemberment 
• Tax-Advantaged Accounts: Health Savings Account; Healthcare Spending Account; Dependent Care Spending Account 
• Tuition Assistance 

To learn more about our benefits offering, please click here:Work With Us | Carrier Corporate  The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.  

This position may be entitled to short-term cash incentives, subject to plan requirements.

Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Applications will be accepted for at least 3 days from Job Posting Date.Job Posting Date: 03/16/2026

Pay Range:

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

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