Sr Assoc, Prod&Tech Support

Role:Assistant manager-HVAC Sales

Location: Mumbai                          

Full/ Part-time: Full time 

About Carrier:

Carrier Global Corporation, 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 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 centre of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier. 

About the Role

• Manage and drive end-to-end service operations for retail customers across West and South regions.

• Lead and support service franchisees, customer counters and end customers to ensure timely and quality service delivery.

• Develop and strengthen the service franchisee network across India II to improve service reach and customer experience.

• Act as a key coordination point between customers, franchisees and internal stakeholders to ensure effective resolution of technical and service-related issues.

• Support customer retention and business growth through strong service engagement and identification of service opportunities.

Role Responsibilities

• Handle retail customers end-to-end, from complaint registration to resolution and closure.

• Coordinate effectively between end customers, retail counters, service franchisees and logistics teams.

• Track critical and recurring customer issues and ensure timely closure through structured follow-up.

• Coordinate with key internal stakeholders including Sales Engineering, Factory, Quality, Logistics and Service teams for issue resolution.

• Provide technical guidance and support for HVAC field-related issues, including troubleshooting and corrective actions.

• Monitor service performance, response time, pending cases and customer commitments.

• Ensure proper documentation of complaints, technical findings, corrective actions and closure reports.

• Identify recurring technical issues and coordinate with Quality/Factory teams for RCA and permanent corrective actions.

• Develop, onboard and strengthen service franchisees across India II.

• Guide franchisees on service standards, technical practices, customer handling and company processes.

• Support retail counters and channel partners in improving customer service experience.

• Review customer feedback and proactively address escalations to maintain strong customer relationships.

• Identify opportunities for service contracts, repairs, replacement, retrofit and modernization and coordinate with the relevant teams.

• Ensure adherence to company service processes, safety standards and customer commitments.

Minimum Requirements

Education

• Minimum Diploma in Mechanical, Electrical or Production Engineering.

• Diploma in Refrigeration & Air Conditioning / HVAC will be preferred.

Experience

• Relevant experience in handling HVAC technical field issues and customer service operations.

• Experience in retail HVAC / air-conditioning service will be preferred.

• Experience in managing large or key customer accounts and multiple stakeholders.

• Experience in managing or developing service franchisees / channel partners will be an added advantage.

Key Competencies

• Strong HVAC technical troubleshooting and problem-solving capability.

• Excellent verbal and written communication skills.

• Strong customer relationship and stakeholder management skills.

• Ability to manage multiple customer issues and priorities simultaneously.

• Strong coordination and follow-up skills.

• Ability to handle escalations and difficult customer situations professionally.

• Good commercial understanding and customer-oriented approach.

• Willingness to travel across West and South India, as required.

• Strong ownership, accountability and result orientation.

Benefits

We offer a competitive total rewards package that may include other benefits and well‑being programs. Offerings vary by role and location and are designed to support employees’ health, security, and success. 

Equal Treatment and Non-Discrimination

Carrier is committed to equal treatment and non-discrimination principles. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability, or any other applicable protected class.    

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Use of AI in Recruitment

Technology enabled tools may support parts of the recruitment process, with oversight by people. 

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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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