HVAC Customer Service Specialist

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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 this role

The Tech Support Lead is responsible for the provision of technical and application support as required by the Senior Manager Customer Support. This role requires technical and application support for all aspects of the Fireye product range both in Derry, NH and in the field as and when required. 

Key Responsibilities

As a primary business partner, this role involves:

• Provide expertise in all Fireye products and applications, and provide telephone support to end users and distributors / OEM’s as required, tracking calls via standard call report with date, case #, customer info, reported problem, and resolution.
• Coordinate / hold national training classes on Nexus, Primeline, and ASCD Products in conjunction with direction from the RSM’s / Strategic Marketing Manager.
• Work with Marketing to develop PowerPoint presentations and internet videos on the installation / operation of Fireye Products.
• Assist the Senior Manager Customer Support in soliciting market information such as competitive data, installation information, and customer database management.
• Work with Senior Manager Customer Support and Regional Sales Managers to produce product launch materials and documentation, and establish and develop product and market advertising and promotional programs for the specific product line, including writing articles and submitting papers to Conferences as requested.
• Provide support to the annual Sales conference, including the development and delivery of product training modules.
• Create, deploy, and maintain technical support policies.
• Perform other duties assigned by the Senior Manager Customer Support

Required Qualifications:

• HS Diploma or GED 
• 2+ years of technical HVAC service experience with an understanding of flame safeguard and combustion controls
• 1+ years of experience working with Microsoft Office Suite
• Must be able to lift up to 30 pounds

Preferred Qualifications:

Other qualifications you may have that would be beneficial in this role include:

• Associates Degree in an HVAC discipline
• Ability to communicate (both verbal and written) with all levels of management and staff
• Excellent interpersonal communication skills
• Self starter and team player

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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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