Sr Technical Support Specialist

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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. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier. 

About the Role:

This position is for a Sr Technical Support Specialist who is under general supervision. Assists with conducting technical training and product briefing with customers, vendors, and company representatives. Relies on limited experience and judgment to plan and accomplish tasks. May assist in orienting, training, and assigning the work of technical/business support employees. Responsible to execute, support, and lead delivery of remote service solutions to customers. Interact with customers, clients, contractors, and vendors to provide proper workflow and completion schedules.

Key Job Responsibilities:

• Complete paperwork on time, including posting of work orders, logging of incoming calls, commissioning documentation, and other required updates.
• Understanding and reviewing, technical documents such as wiring diagrams, as-builts, exc.
• Support and provide superior service via calls, e-mails, tickets, and special projects
• Analyze different systems and energy data to find potential for energy optimization
• Understanding the operation of field level equipment’s and Coordination with Field operations team
• Support multiple customers following customized procedures and protocols for each.
• Use questioning and listening skills that support effective telephone communication.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Understand the impact of attitude in handling calls professionally
• Apply the elements of building positive rapport with different types of customers over the phone.
• Provide training, shadowing, coaching in person and virtually to other team members
• Provide startup, commission, and re-commission of customer HVAC, lighting, and refrigeration systems.
• Highly organized individual with above average time management skills
• Ability to resolve customer conflict quickly and effectively
• Able to provide direction and guidance to other team members
• Significant contribution to department or unit by applying advanced knowledge of one or more functional areas
• Excellent communication skills as well as the ability to work well in a team environment and manage the team effectively.
• Must be a self-starter and possess the ability to organize and plan your work schedule
• Must possess the ability to work without close supervision
• Always maintain a professional presentation in appearance
• Must be able to multitask-be able to work on multiple tasks/projects at one time

Required Qualifications:

• High school diploma or GED
• 3+ years of experience in HVAC, electrician, controls service coordinator, service technician, and/or service dispatcher

Preferred Qualifications:

• Knowledge in controls applications pertaining to HVAC, lighting, and refrigeration.
• Prior experience in HVAC and/or Building Automation
• Solid understanding of IP networking and computer fundamentals
• Third-party integration experience (BACnet IP, BACnet MS/TP, Modbus)
• Solid communication skills (ability to follow/direct written and verbal instruction)
• Proficient in the use of E-Mail, Microsoft Office: Word, Excel, Outlook, Power-Point, and other directly related software
• Requires passion and dedication to providing the customer with innovative and superior building automation systems and outstanding customer service
• Must be able to work in a team environment
• Must be able to participate in an “On Call” rotation. (after onboarding process has been completed)

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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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