Service Manager (Technical Support)

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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.

About the role

This position is for a Service Manager (Technical Support) who supervises a team of entry to intermediate level Field Service professionals or supervisors of Field Service Technicians (Technical Support). Manages day-to-day priorities in solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.

Key Responsibilities:

As a Service Manager (Technical Support), you’ll be responsible for:

• Lead a service section to provide technical support to customer/ contractors/ consultant on testing and commissioning work for new chillers.

• Troubleshoot and diagnose issues with chiller systems when necessary

• Coordinate with customer/ contractors/ consultant to ensure successful start up of the chiller

• Attend system integrated testing with customer and have deep understanding on chiller plant system

• Achieve service KPI such as 100% completion of DLP maintenance, ensuring job delivery within planned cost

• Manage a team of service technicians direct reports, and a few in-house subcontractors

• Work with Planner for end-to-end necessary works to ensure smooth delivery of services inclusive of:

• Scheduling of technician work schedule, for dispatching of Work Orders through Salesforce & Service Max platform

• Arranging logistics required for field service including ordering of parts, issuing of parts to field staff / subcontractors, arranging delivery of required equipment or parts

• Arranging and raising Purchase Orders for subcontractors for delivery of service

• Coordination with customers on service delivery date including all required documentation for work (Permit to Work, Risk Assessments, etc)

• Review and approve time entries of technicians’ hours and time sheets

• Ensure Work Order completion and closure in Salesforce upon completion of field work

• Ensure Customer Service Report (CSR) / Service Chits uploaded for monthly invoicing

• Manage other administrative tasks as required such as field staffs’ leave, tools requests, safety related requests, or cost related matters in SAP

• Support field staffs for any required assistance

• Backup of Planner during their absence

• Support field service team in above scope after office hours in the event of critical repairs/ troubleshooting

• Trainer for HVAC modules

Requirements

We are looking for people who has strong Leadership Skills and is experienced in HVAC. If this is you, get in touch.

As a minimum you must have:

• Bachelor Degree in Mechanical/Electrical/Electronics discipline

• 5 years experience in leading teams

• 8-10 years work experience in HVAC industry, preferably in testing commissioning and training.

Benefits

We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!

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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