Technical Customer Service System Specialist II

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Carrier is a leading provider of HVAC, refrigeration, fire, security, and building automation technologies. These high-technology products and services enable modern life by delivering efficiency, safety, and security across several platforms. Enable qualified individuals with disabilities to perform essential functions.

The System Specialist II will execute, support, and lead delivery of Energy Management Solutions to customers. Working independently under the direction of the BAS Specialist Supervisor in performing any other designated work.  Interact with customers, clients, contractors, and vendors to provide proper workflow and completion schedules.

KEY RESPONSIBILITIES:  

• Provide startup, commission, and re-commission of customer HVAC, lighting, and refrigeration      systems.  
• Complete paperwork on time, including posting of work orders, logging of incoming calls, commissioning documentation, and other required updates. 
• Understanding and reviewing, technical documents such as wiring diagrams, as-builts, exc.  
• Support and provide superior service via calls, e-mails, tickets, and special projects 
• Analyze different systems and energy data to find potential for energy optimization 
• Understanding the operation of field level equipment’s and Co-ordination with Field operations team 
• Use questioning and listening skills that support effective telephone communication. 
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems 
• Understand the impact of attitude in handling calls professionally 
• Effectively deal with job stress, angry callers, and upset customers 
• Apply the elements of building positive rapport with different types of customers over the phone. 
• Display Time flexibility towards shifts as per work floor requirements 

REQUIRED QUALIFICATIONS:

• High School Diploma or GED with 2+ years of experience in HVAC Electrician and/or controls service coordinator, service technician, or service dispatcher or Associates Degree, Technical/Business School Certificate or Diploma, Skilled Trades Apprenticeship, or other post-high school training (2 years duration) with 1+ years of experience in HVAC Electrician and/or controls service coordinator, service technician, or service dispatcher.
• 1+ years of experience with the use of E-Mail, Microsoft Office: Word, Excel, Outlook, and PowerPoint.
• 1+ years of experience in customer service

PREFERRED QUALIFICATIONS:

• Knowledge in controls applications pertaining to HVAC, lighting, and refrigeration. 
• Prior experience in HVAC and/or Building Automation 
• Solid understanding of IP networking and computer fundamentals 
• Third-party integration experience (BACnet IP, BACnet MS/TP, Modbus)  
• Highly organized individual with above average time management skills 
• Ability to resolve customer conflict quickly and effectively 
• Able to provide direction and guidance to other team members  
• Significant contribution to department or unit by applying advanced knowledge of one or more functional areas 
• Excellent communication skills as well as the ability to work well in a team environment and manage the team effectively. 
• Must be a self-starter and possess the ability to organize and plan your work schedule 
• Must possess the ability to work without close supervision 
• Always maintain a professional presentation in appearance 
• Must be able to multitask-be able to work on multiple tasks/projects at one time 

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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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