Carrier Global Corp
Product And Technical Service Manager
This position manages a team of intermediate or experienced professionals in Product and Technical Service. Establishes objectives and guidelines for Product and Technical Services activities. Resolves escalated complex technical problems and provides oversight to technical analysis. Implements continuous improvement initiatives for Product and Technical Service processes to ensure maximum effectiveness and efficiency. Key Responsibilities: Understand and design / transform & transition customer's services from current vendor to Carrier (process and technical) Support in designing the operations delivery model with best use of both US and India help desk teams based customer need, complexity etc Ongoing service desk delivery
Engage with the customers (weekly & monthly) Technically engage with customer's HVAC and Electrical vendors and become their trusted partner to troubleshoot electrical / mechanical / HVAC issues and problems Evangelize changes and improvements at both Carrier and customer side - Take feedback from customer and vendor and suggest improvement actions to the Service desk team. Similarly, vice-versa. Identify, drive and evangelize value delivery themes with the employees, customer, vendor and offshore Manage escalations, key issues with a complete hands-on approach Provide technical leadership, supervision, and accountability within the team. Process Ownership, end to end management of all activities associated with the process Must possess the ability to work without close supervision Supervise and manage goals and development of direct team members Engage with customers and customer's vendors on the Service Desk related activities Provide expert level view on recurring and persistent issues & problems and suggest remedial measures for implementation Engage, lead and guide the India based Helpdesk team for Service desk operations Required Qualifications: High School Diploma or GED 8+ years of experience in operating and maintaining Controllers or HVAC system Preferred Qualifications: Associate or Bachelor Degree in Mechanical/HVAC / Electrical Technology Extensive operational experience of BMS/Field HVAC/control systems; Troubleshooting skills Hands-on experience in managing energy infrastructure in Retail/Hospitality/Commercial Building sector. Understanding of ASHRAE and other relevant standards Service desk experience Global delivery - prior experience in working with India/offshore based teams to deliver services in North America would be added advantage Optional - 5 plus years in a supervisory role Supervisory Experience (Optional) Quantitative aptitude, fair familiarity with numbers and data
This position manages a team of intermediate or experienced professionals in Product and Technical Service. Establishes objectives and guidelines for Product and Technical Services activities. Resolves escalated complex technical problems and provides oversight to technical analysis. Implements continuous improvement initiatives for Product and Technical Service processes to ensure maximum effectiveness and efficiency. Key Responsibilities: Understand and design / transform & transition customer's services from current vendor to Carrier (process and technical) Support in designing the operations delivery model with best use of both US and India help desk teams based customer need, complexity etc Ongoing service desk delivery
Engage with the customers (weekly & monthly) Technically engage with customer's HVAC and Electrical vendors and become their trusted partner to troubleshoot electrical / mechanical / HVAC issues and problems Evangelize changes and improvements at both Carrier and customer side - Take feedback from customer and vendor and suggest improvement actions to the Service desk team. Similarly, vice-versa. Identify, drive and evangelize value delivery themes with the employees, customer, vendor and offshore Manage escalations, key issues with a complete hands-on approach Provide technical leadership, supervision, and accountability within the team. Process Ownership, end to end management of all activities associated with the process Must possess the ability to work without close supervision Supervise and manage goals and development of direct team members Engage with customers and customer's vendors on the Service Desk related activities Provide expert level view on recurring and persistent issues & problems and suggest remedial measures for implementation Engage, lead and guide the India based Helpdesk team for Service desk operations Required Qualifications: High School Diploma or GED 8+ years of experience in operating and maintaining Controllers or HVAC system Preferred Qualifications: Associate or Bachelor Degree in Mechanical/HVAC / Electrical Technology Extensive operational experience of BMS/Field HVAC/control systems; Troubleshooting skills Hands-on experience in managing energy infrastructure in Retail/Hospitality/Commercial Building sector. Understanding of ASHRAE and other relevant standards Service desk experience Global delivery - prior experience in working with India/offshore based teams to deliver services in North America would be added advantage Optional - 5 plus years in a supervisory role Supervisory Experience (Optional) Quantitative aptitude, fair familiarity with numbers and data