Manager of Field Operations, North America

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Manager of Field Operations, North America

Ideal Candidate will be located in Charlotte, NC

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

We are looking for an experienced, motivated and dynamic National Manager of Field Operations, North America to drive and support the transformation and growth of the Carrier HVAC Global Service & Aftermarket business.  The North America Manager of Field Operations will be responsible for the overall effectiveness and efficiency of the North America Service delivery model, delivering results including increased customer satisfaction, field cost reduction and improvement in operational efficiency. The successful candidate will be the one to ensure that our North America Service business is well-coordinated and productive by managing its field procedures, processes, training and coaching its people.  The role reports to the Associate Director of Service Operations for North America Field Solutions business and will work within the cross functional organization to structure and execute on the improvement of overall field service delivery.  The Manager of Field Operations will be the key interface with the Regional business units to ensure execution and delivery against Global Service field KPI targets.  The role will be based in Charlotte and will require 30 to 50% travel.

The ideal candidate must be competent and able to plan and execute field efficiency and enablement initiatives. He/She must be an excellent leader who can discover the most efficient and effective ways to help build a strong, customer focused North America Service business. The goal is to safeguard and augment the efficiency of the company’s operations to facilitate accelerating development and long-term success.

Key Responsibilities:

• Develop and implement policies for maximizing operational efficiency and profitability
• Address and resolve all issues concerning field office operations
• Monitor key metrics, KPIS and develop action plans for improving company profits that contribute to sustained improvement in execution and customer delivery
• Develop and implement best practices and procedures to enhance business growth
• Recognize, motivate high performing employees by sharing best practices
• Assist in the preparation, allocation and management of operations budget to ensure target achievement
• Develop and introduce new proposals and technology to enhance business productivity
• Collaborate with Regional business leads to integrate new or existing services
• Review and assist in managing services provided by a company to ensure they meet customer expectations and requirements
• Build and maintain positive trust relationship with customers to minimize customer attrition
• Ensure company operations comply with all local and national labor laws and legislations
• Liaise with the finance team to determine the need for required investments and ensure return on the investments
• Recommend training, standard work, and workshifts and duties to ensure efficient operations
• Assist in the creation, improvement and oversee the implementation of field tools to enhance operational effectiveness
• Ensure company operations are completed in a timely and effective manner.
• Design policies that align with overall Global Service strategy
• Oversee Implementation of efficient processes and standards
• Provide guidance and support to Regional leaders in the selection, training and onboarding of field resources
• Coordinate customer service operations and find ways to improve customer delivery model
• Evaluate risk and lead quality assurance efforts
• Implement cadence and rigor on best practices, benchmarking, KPIs and metrics aligned with Global Service metrics

Required Qualifications:

• Bachelor’s degree. 
• 6+ years’ experience in Operations in the Aftermarket Service industry
• Ability travel up to 50%

Preferred Qualifications:

• Experience managing direct reports previously
• Proven expertise in KPI creation and benchmarking
• Strong ability to influence indirectly through data and clear communication.
• Ability to collaborate cross functionally and build relationships. 
• Proven problem-solving Skill: strategic solutions to effectively address operational issues
• Strong communications and interpersonal Skill: ability to lead and motivate teams, work across company departmental heads and field businesses to ensure smooth work operations
• Time management Skill: ability to multi-task and re-prioritize in a fast paced collaborative environment
• Good computer skills:  knowledge of and proficiency in common office applications such as MS Office and ability to navigate SalesForce.com, ServiceMax, ERP, and other business applications
• Highly organized and resourceful, with the ability to manage and prioritize multiple tasks and consistently deliver objectives within fixed timelines

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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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