Manager Product & Technical Sales

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 Manager - Product & Technical Service Field Operations DLS/VRF will be responsible for managing a team that provides technical field support and training for Ductless and VRF products marketed and sold in North America. This management position is responsible for taking the lead on product issues, investigations, and continuous improvement projects. Also 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.

For the Manager – Product and Technical Services Field Operation the ideal candidate should be located somewhere in Indiana/Arizona USA, this is a remote role with up to 75% traveling to customers’ locations in this area.

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

• Lead a highly skilled team of 7 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 installations and service training for internal and external customers, focus 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

Basic Qualifications

• High School Diploma or GED
• 7 years plus experience in HVAC service industry with a mechanical focus
• Travel up to 75%, sometimes on short notice, in support of customer needs

Preferred Qualifications

• Working knowledge of the HVAC industry and go-to-market strategies
• Experience in Ductless and Variable Refrigerant Flow equipment
• Conflict resolution, negotiation, and problem-solving skills in high-pressure and challenging environments
• Quality improvement working with warranty data/systems
• Technical presentations or technical training
• Microsoft Office products (Word, Excel, PowerPoint, and Outlook)
• English written and verbal communication skills

RSRCAR

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