Service Manager

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About Carrier
Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

About the position
We are seeking a Service Manager who has experience building and growing business by working with Carrier’s service network, OEMs, and direct customers. The role requires an experienced and aggressive business development professional with solid HVAC industry, analytical skills, with exceptional technical skills. The candidate must be able to operate in a matrix organization, working with our service partners, customers as well as sales, product management, and operations teams. This role has significant travel requirements; the successful candidate must be willing and able to travel up to 20% of the time. This position reports directly to the Area Manager, collaborating with sales and service management.

Key Responsibilities

• Develop and implement a service network strategy focusing on footprint expansion, performance development, and sustainability with integrated and independent partners.
• Administer service contracts to optimize profits, meet obligations, and ensure customer satisfaction and retention.
• Address and resolve warranty issues, product recalls, operational problems, and premature failures for company-sold and serviced products.
• Engage with customers to ensure satisfaction, retention, and explore additional service opportunities.
• Develop and maintain an efficient service network and manage customer feedback to establish improvement plans.
• Oversee and optimize team resources, resolving issues, prioritizing tasks, and escalating critical matters when necessary.
• Lead and manage the service department, including staffing, training, performance evaluation, and adherence to premium service standards.
• Monitor team performance, analyze service metrics, and prepare regular reports on service outcomes and improvement initiatives.
• Collaborate with other departments to enhance customer satisfaction, improve service efficiency, and align with business objectives.
• Stay informed on market trends, product developments, and emerging service technologies to drive process improvements and skill development.

Basic Qualifications

• High School Diploma / GED.
• 2+ years of experience in the Commercial HVAC industry.
• 2+ years experience transactions coordination in the HVAC industry (technicians’, subcontractors and customers’ engagement).
• Must have a valid driver’s license.

Preferred Qualifications (assets)

• Strong client and technical problem-solving skills.
• Uses analytical skills to troubleshoot customer issues effectively.
• Enjoy teaching/helping customers.
• Highly organized with strong attention to detail, while managing multiple priorities.
• Able to work independently or collaboratively as part of a team.
• Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.
• Strong analytical skills with demonstrated ability to synthesize data from various sources in both graphic and verbal format, while easily translating them to the target audience.
• Good knowledge of Microsoft Suite: Word, Excel, etc.

Additional information:

• Immigration sponsorship is not supported for this position.

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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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