Product Support Engineer, Remote US

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">@Carrier.

This position is for a senior professional with deep knowledge and highly developed technical expertise in Product and Technical HVAC Service who troubleshoots customer issues and provides critical training to our largest strategic account customers. Position will provide over the phone and on-site technical support for high profile strategic account customers to ensure timely resolution of complex issues. Position coordinates with local labor provider to implement proposed fixes from investigation and diagnosis of issue.

This position is open to remote work within the USA. With candidate’s location close to major airport.

General Responsibilities

• Contributes as the technical post-sale subject matter expert for multiple HVAC products and services

• Resolves issues surrounding installation, usage, and training on products

• Maintain and assess warranty and non-warranty related issues

• Coordinates with customer service and sales team to identify customer support and service needs.

• Conducts training sessions, product demonstrations and develop criteria for evaluating effectiveness of training activities

• Obtains information from customer and technical organizations, engineering, software, and product requirements to prepare training projects for customers and team members. Ensure implementation of training program.

• Traveling up to 25% in the USA.

Required Qualifications

• High school diploma or GED.

• 5+ years in light commercial/commercial HVAC service experience.

• Ability to travel 25% domestically.

• Valid Driver’s License.

Preferred Qualifications

• Strong interpersonal, analytical and communication skills.

• Ability to diagnose and resolve the customer complaint to ensure maximum equipment up-time.

• Sense of urgency, self-initiative, commitment, and sense of ownership is a must.

• Strong ability to work cross-functionally with both internal and external contacts.

• Highly organized with strong attention to detail, while also able to manage multiple priorities.

• Ability to work under pressure and handle complex customer technical issues.

• Must be a highly motivated individual.

• Capable of making decisions to resolve problems immediately.

• Knowledge of Microsoft Office and SalesForce.com a plus.

• Experience with defining, capturing, and improving key metrics.

RSRCAR

Originally posted on Himalayas