Service Manager

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About Carrier
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 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.

Job responsibilities:

• Develop and implement a service network footprint, performance development and sustainability strategy covering both integrated and independent partners.
• Administer service contracts to optimize profits, verify obligations are met, and ensure customer satisfaction and retention.
• Resolve warranty issues, product recall notices, operational problems with products, premature failures and other issues as they apply to products and equipment sold and serviced by the company.
• Meet with customers in the service territory to ensure satisfaction and retention as well as prospects for additional service opportunities.
• Develop the service network to ensure efficient customer service.
• Interfaces directly with dealers and field service engineers throughout the problem-resolution process, including understanding customer issues, conveying action plans, and communicating updates and resolutions.
• Respond to customer complaints and carry out customer satisfaction investigations to ensure the establishment of appropriate improvement plans.
• Manage accounts receivable and assist with the resolution of customer billing disputes.
• Maintain extensive knowledge of customers, opportunities, markets, and competition.
• Actively participate in sales and service department meetings, workshops, and seminars.
• Keep current on market business and product trends. Continue to pursue in-depth product and service knowledge and acquire deeper selling, technical and financial skills.
• Coordinates, prioritize and resolve issues encountered by a more experienced team.
• Optimize the usage of manpower, standard time, equipment and energy of more experienced team.
• Escalate critical/ complex issues that will impact the business.
• Manage more experienced teams according to established programs and objectives.
• Quality issue management
• Contact customers, collect feedback, and establish and maintain good relationship with customers.
• Respond to key customer complaints and carries out customer satisfaction investigations to ensure the establishment of appropriate improvement plans.
• Lead and manage the service department, including staffing, training and performance management of service personnel.
• Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
• Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
• Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
• Monitor and analyse service metrics.
• Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
• Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
• Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
• Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.

Basic Qualifications

• 4+ years of experience in the Commercial HVAC industry.
• 2+ years experience people management in the HVAC industry.
• Must have a valid Driver’s License.
• High School / GED

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:

• Sponsorship for immigration 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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