Field Support 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.

A Field Support Specialist will interact with assigned dealer locations daily. This contact will be to improve product and services support. The Field Support Specialist will provide end-user training of product functions, capabilities, and maintenance requirements. They will manage the goodwill process to ensure customer satisfaction while improving upon company metrics.

Key Responsibilities:

• Interact with assigned dealers daily to support customers in the field.
• Visit dealers and customer locations to provide on-site support, training, and equipment troubleshooting.
• Perform on-site dealer audits to ensure customer satisfaction across the dealer network.
• Provide technical support and investigation of issues reported by customers and dealers.
• Receive and respond to escalated technical issues by telephone and CRM applications.
• Interfaces directly with dealers and customers throughout the problem-resolution process, including understanding customer issues, conveying action plans, and communicating updates and resolutions.
• Resolve complex technical issues through research, data analysis, and advanced troubleshooting
• Work directly with engineering, manufacturing, and quality teams to develop a resolution to problems.
• Serve as technical lead for field evaluation units.
• Develop technical documentation including manuals, service bulletins, and work instructions.
• Create and present content for training events and seminars.

Required Qualifications:

• High School Diploma or GED
• 5+ years of experience in a technical field
• Possess and maintain valid and current Driver’s License and be insurable by the company’s insurance carrier
• Ability to travel in excess of 50% of typical workweek
• Participate in rotating on-call schedule

Preferred Qualifications:

• Bachelor’s degree
• Familiar with continuous process improvement methodology.
• Experience writing and editing technical documentation.
• Proficient with Microsoft Office applications.
• Experience reading technical drawings and schematics.
• Ability to use and interpret outputs from electrical diagnostic and data recording equipment.
• Previous service experience in (automotive/heavy equipment/truck/refrigeration), or related fields.
• Customer-focused and team-oriented. 
• Understanding of electrical, mechanical, and refrigeration systems 
• Must be self-motivated, with a sense of urgency, and efficiency, and have a strong work ethic. 
• Excellent interpersonal skills.
• Excellent spoken and written skills in English.
• Ability to communicate high-level troubleshooting to remote technicians.
• Excellent interpersonal soft skills.
• Ability to work independently and as part of a team.

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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