Service Manager

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Build a career with confidence!

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

Manages team of primarily entry and intermediate professionals or team leaders of Technical / Business Support or Production / Maintenance employees, with flexibility to determine how assignments are completed (e.g., objectives and approaches to completing work). Supervises a team of Field Service professionals or supervisors of Field Service Technicians. 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, you’ll be responsible for:

• Coordinates, prioritize and resolves issues encountered by a more experienced team. 
• Optimizes the usage of manpower, standard time, equipment and energy of more experienced team. 
• Escalates critical/complex issues that will impact the business. 
• Manages more experienced team according to established programs and objectives 
• Quality Issue Management 
• Contacts customer, collects feedback, and establishes and maintains good relationship with customers. 
• Responds to key customer complaints and carries out customer satisfaction investigations to ensure establishment of appropriate improvement plans. 
• Forecast, monitor and document financial performance against plan 
• Recruit, interview, hire and train technicians as required to meet workload demands, and company or customer expectations and requirements 
• Manage end-end service delivery processes from renewals of contracts to service delivery and account receivable with aid of systems such as SalesForce, Smax, SAP 
• Manage a team of service technicians direct reports, and a few in-house subcontractors 
• Manage parts, materials and tools procurement, and logistics scheduled maintenance, repairs and emergency service calls 
• Engage in end-end process with subcontractors, from quotations comparison to site deliverables to invoice 
• Manage inventory, accounts receivable and bad debt  
• New Chiller Coordination from site, including Inspection, Logistics, Unloading, Loading, Installation, Pre-commissioning, Commissioning, Extending Warranty to AMC support 
• Responsible for contract renewals and simple repair quotations process 
• Review work orders, invoices, and time reports for accuracy and to ensure efficient management of accounts receivable 
• Drive EH&S initiatives, create EHS awareness and monitor compliance 
• Responsible for KPIs such as productivity, field expenses, SA/SR revenue, renewal/capture/conversion rate, contract margins, PM completion%, connected assets targets at branch-level 
• Ensure adoption of tools by team in daily operations such as Salesforce, ServiceMax, SAP, Digital, Tech Quoting, SA renewal bot 

Requirements

We are looking for people who are good in Service & Account Management. If this is you, get in touch.

As a minimum you must have:

• 3 to 5 years’ experience in managing people/team.
• HVAC experience preferred.
• Bachelor’s degree in Mechanical, Electrical or Business discipline
• Sets day-to-day goals and objectives for team members.
• Problems faced may be difficult, but typically are not complex.
• Explains policies, practices, and procedures.
• Work in a structured way in a fast-paced changing environment with tight deadline
• Work independently and in a cross-functional team.
• Flexible and result-orientated attitude

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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