Service Specialist Supervisor

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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.

About the Role:

This position is for a Service Specialists Supervisor who is under general supervision. Leads a technical remote services team in North America Command Center in Kennesaw, Georgia. Supervises and provides direct leadership to 5-10 Service Specialists in providing technical support to Synergy account customers. Provides technical training and service delivery briefing with customers, vendors, and company representatives. Responsible to engage with internal and external customers for executing the deployment and running ongoing remote monitoring operations. Coordinates with India Command Center team to run efficient and effective global delivery operations. Leads onboarding, orienting, training, and assigning the work of technical/business support employees. Responsible to execute, support, and lead delivery of remote service solutions to customers.

Job Responsibilities:

• Lead the Synergy Team services deployment and delivery from a people, process & technology angle.
• Provide support in discovery, design & development phases
• Ensure contract compliance, manage KPIs, SLAs – customer facing and internal obligations
• Manage customer governance and escalation management
• Manage resources (people and technology as per contract needs)
• Provide hands on technical solutions to controller, electrical & BMS related issue
• Understand and review technical documents such as wiring diagrams, as-builts, etc.
• Understand the operation of field level equipment and coordinates with Field operations team
• Hire, groom and mentor technical service specialists for technical operations.
• Support design & implement measures of competency development
• Ensure discipline, productivity & efficiency guidelines are defined are met by the service specialist
• Work directly with the Manager to develop goals and manage performance of the team.
• Document processes and procedures to efficiently deliver superior support and first call resolution.
• Report SLAs/KPIs as per project, business needs
• Ensure all tasks are completed in timely fashion, including posting of work orders, logging of incoming calls, email / chat responses, commissioning documentation, and other required updates.
• Support multiple customers following customized procedures and protocols for each.
• Use questioning and listening skills that support effective communication.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Display Time flexibility towards shifts as per work requirements
• Provide training, shadowing, coaching in person and virtually to other team members
• Energy Management Solutions – Remote Service Management
• Controls Systems & operations expertise
• HVAC Equipment familiarity –RTUs, AHUs, VAVs
• Basic understanding of data analysis & analytics
• Team Leadership – utilize excellent communication skills as well as the ability to work well in a team environment and manage the team effectively.
• Operations and utilization management - KPIs and SLAs

Required Qualifications:

• High School Diploma or GED
• 5+ years’ experience with HVAC and/or Building Automation
• 3+ years’ experience as a Team Lead and/or Team Manager

Preferred Qualifications:

• Bachelor’s or master’s degree in electrical, Mechanical, or Control Engineering
• Experience in WebCTRL building automation systems
• Third-party integration experience (BACnet IP, BACnet MS/TP, Modbus)
• Knowledge in controls applications pertaining to HVAC, lighting, and refrigeration.
• Solid understanding of IP networking and computer fundamentals
• Proficient with Microsoft Suite
• Excellent written and verbal communications skills (ability to follow/direct written and verbal instruction)
• Requires passion and dedication to providing the customer with innovative and superior building automation systems and outstanding customer service

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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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