Director, Service

Country :

United States of America

Location :

CAI22 : Carrier - Indianapolis 30 S Meridian St, Suite 500 , Indianapolis, IN, 46204 USA

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 this Role :

The Director of Service is responsible for leading the North American Residential, Ductless, VRF and Light Commercial Service organization and providing overall technical support of our products.

This role will work closely with engineering, quality, manufacturing, and product management to improve the ease of installation and service of our products, ensure technical product support, identify quality VOC improvements, and drive warranty cost reduction.

The successful candidate will possess balanced knowledge of the technical aspects of the products, warranty processes and product quality metrics.

Foundational skills for this role include project management, public speaking, talent development, working independently, and general business management skills.

This role can be located remotely in the United States.

Key Responsibilities :

Lead Service organization to provide overall product technical support to customers.

Makes design for installation, service, and aftermarket a priority within project teams and product roadmaps.

Ensure installation, service and retrofit scenarios are addressed and improved through new product designs.

Customer communication of quality initiatives and status of quality improvement projects.

Hosts and manages customer meetings and events.

Drive warranty cost reductions & avoidance through :

Collecting VOC on product quality to identify and prioritize quality improvement projects, holding teams accountable for making timely improvements.

Driving teams to create and document installation, troubleshooting and repair procedures, educating the channel in conjunction with Training team.

Works with product management, engineering, and aftermarket to identify installation, service, and diagnostic improvement opportunities, building improvements into product roadmaps and new product introductions.

Support development and management of field actions to support customers through quality issues.

Monitor competition to identify Carrier advantages and gaps as it related to installation and service, communicating benefits to our customers and identifying product improvements opportunities for project teams.

Clearly articulates product serviceability features, quality improvements, and installation / service processes at public speaking events such as distributor, dealer, sales, and service manager meetings.

Provide leadership and development to a team of direct reports for the continued growth of talent and capabilities.

Required Qualifications :

Bachelor's degree

10 + years of combined experience in service, product management, marketing, quality, engineering, and / or operations.

3+ years of people leadership experience

20% travel

Preferred Qualifications :

MA / MS Degree in Business and / or Engineering.

Background or experience in HVAC engineering, quality, & / or product management.

Passion for servicing customers. Ability to listen to customer needs and quickly act to solve their problems, provide quality solutions, and go above and beyond to exceed their expectations.

Demonstrates for The Carrier Way : Passion for customers, Play to Win, Choose Speed, Achieve Results, Dare to Disrupt, Build Best Teams.

Strong analytical skills with demonstrated ability to pull data from multiple sources and synthesis in both graphic and verbal format so that the target audience quickly understands it.

Proven ability to execute with speed and exhibit a bias for action mindset.

Ability to communicate effectively in written and verbal format across a broad audience.

Ability to quickly identify new and innovative ways to work faster and simpler.

Ability to think outside the box, innovate, take risks, and implement progressive sustainable solutions.

Ability to work in a self-directed manner to identify needs of the organization and / or customer, articulate necessary proposals, and see projects through to completion.

Strong ability to lead and develop diverse, cross-functional project teams to achieve high-performance levels in a dynamic, changing environment.

Understanding of HVAC product applications and installation / service procedures.

A clear understanding of basic warranty processes.

Advanced level skills with Microsoft Office