Strategic Account Field Service Specialist

Country :

United States of America

Location :

CAMOO : Carrier-Home Missouri Remote Location, Remote City, MO, 65101 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

This position is for a seasoned professional who responds to customer calls, troubleshoots complex customer issues, provides training to customers, and performs complex data analysis.

Provides guidance to less experienced team members and makes changes to daily work procedures to ensure high levels of performance.

Key Responsibilities :

• Work with Strategic Account Sales team to accomplish account goals.
• Interact with assigned customers to support their fleet, including daily service needs.
• Support customer via onsite support, training and troubleshooting of equipment.
• Manage technical relationship with other equipment OEMs that interface with Carrier TRUs.
• Manage customer’s Lynx Fleet assets upon new installation and transfer to fleet for second market sale. Manage customer’s employee Lynx Fleet access.
• Provide technical support and investigation of issues reported by customer and dealers.
• Receive and respond to escalated technical issues by telephone and CRM applications.
• Interfaces directly with customers throughout the problem resolution process, including understanding customer issues, conveying action plans, and communicating updates and resolution.
• Resolve complex technical issues through research, data analysis, and advanced troubleshooting.
• Work directly with engineering, manufacturing, and quality teams to develop a resolution to problems.
• Serve as technical lead for field evaluation units.
• Develop technical documentation including manuals, service bulletins, and work instructions.
• Create and present content for training events and seminars

Role Purpose :

• The Strategic Account Field Service Specialist will interact with assigned strategic customers daily. This interaction will provide customer support and satisfaction via dedicated product and services support.
• The Strategic Account Field Service Specialist will provide customer training of product functions, capabilities, maintenance, and repair requirements.
• They will manage the goodwill process to ensure customer satisfaction while improving upon company metrics.
• Will support customer and company preferences of onsite or remote support.

Required Qualifications :

• High School Diploma or GED
• 5+ years of experience managing an end-user technical and operational relationship
• 5+ years of experience with Customer Support and Team Management
• 2+ years of experience with proficiency in Microsoft Office Applications
• 10+ years of experience understanding electrical, mechanical, and refrigeration systems

Preferred Qualifications :

• Bachelor’s degree or equivalent work experience
• Familiar with continuous process improvement methodology
• Experience writing and editing technical documentation
• Experience reading technical drawings and schematics
• Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.

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RSRCAR

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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