Sr. Customer Support Supervisor - Data Centers

Country:

United States of America

Location:

CAN01: Carrier-Syracuse, NY 6304 Carrier Parkway , East Syracuse, NY, 13057 USA

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 The Role:

The Sr. Customer Support Supervisor - Data Centers for Data Center initiatives are responsible for managing and optimizing the aftermarket performance and satisfaction for their key account. This role is responsible for developing strategic relationships to ensure their data center needs are met effectively, and driving performance improvements. The Sr. Customer Support Supervisor - Data Centers acts as a liaison between the client and internal teams to address issues, implement solutions, and deliver high-value services. This position will be2nd shift (3pm-12am EST).

Job Description:

• Supervise and develop the customer service team communicating with internal and external customers via telephone and e-mail to build strong business relationships focusing on exceptional support.
  • End customers can include hospitals, data centers, universities, retail businesses, and industrial complexes, within the US and internationally.

• Utilize data analytics and reporting tools to track key performance indicators (KPIs) to ensure VIP high profile customers’ SLA expectations are achieved, and exceptional quality services are delivered to the customer.
• Identify trends, areas for improvement, and opportunities for optimization to enhance client satisfaction and operational efficiency.
• Develop and implement strategic account plans to align with clients’ business goals and requirements.
• Adaptability and flexibility with work schedule to align 1st, 2nd, & 3rd shifts, including weekends, with business demands is a must.
• Assist with ensuring teams are staffed appropriately.

• Develop a strong working relationship with RC support groups as well as the warehouse and operations.

• Assist with meeting customer experience quality metrics.
• Serving as a point person for escalations.

• Support and train internally and externally both in person and webinars on pre-delivery and post-sale customer service support (including but not limited to parts selection, ordering, pricing, availability, expediting delivery, invoicing, account maintenance/creation, warranty policies, account reconciliation and basic technical support) for residential, light, and heavy commercial products, Carrier digital tools, and policies.
• Provide feedback on training opportunities.
• Communicate with the sales and service teams to provide customer support and training.
• Create and maintain training references and standard work materials.
• Assist with process improvement projects.
• Distribute the work among the team providing direction and prioritization.
• Research and investigate complex requests by partnering in problem resolution with suppliers, warehouses, internal departments, and technical engineering.
• Order exception management in Salesforce and customer vendor portals.
• Participate in customer conferences with customers, sales, and RC support groups.

• Combine data from multiple resources to manage reports.
• Actively participate in departmental Carrier Excellence initiatives.
• Build strong business relationships and drive market growth in the commercial business sector.

Required Qualifications:

• High School Diploma or GED
• 5+ years of experience in a customer service role, with a strong emphasis on delivering exceptional client support.

• 5+ years of using a range of software applications and tools, including but not limited to Outlook, Microsoft Office and other industry-specific platforms.

Preferred Qualifications:

• Working knowledge of SAP, Salesforce, PIC and Windchill systems is desired.
• A background in residential, light, and heavy commercial HVAC applications, products and systems is desired.
• Excellent customer service skills.
• Strong written and oral communication skills.
• Proficient in MS Office (Word, PowerPoint, and Excel).

• Strong analytical skills, accuracy and attention to detail are necessary.
• Proven ability to manage large programs, executing with speed and exhibiting a bias for action.
• Ability to handle multiple tasks, creative problem-solving skills.
• Self-starter and well organized to multi-task and prioritize work.

RSRCAR

LI-onsite

Pay Range:

$74,181 - $130,206 Annually

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.

Job Applicant's Privacy Notice:

Click on this link to read the Job Applicant's Privacy Notice