Master Tech Customer Service

Carrier • East Syracuse, NY

8d • $79,000 - $158,000

About The Position

Serve as a member of Carrier Transicold’s Performance Parts call center, handling general phone queue contacts, technical inquiries, and customer escalations. The position is part of the Carrier Transicold Global Aftermarket Customer Operations team and provides end-to-end customer support, technical inquiry assistance, and operational coordination for aftermarket parts across the North American dealer network and international aftermarket partners in Europe, Australia, Brazil, Mexico, and Singapore.

The role goes beyond traditional customer service and call center responsibilities, providing technical support for dealer inquiries, resolving complex issues, supporting cross-functional operations, and coordinating critical customer and business transactions. It is a primary point of contact for dealers and international partners, including support for Tier 1 technical escalations related to truck and trailer refrigeration units, research into parts and equipment questions, and coordination with technical experts and internal stakeholders.

The successful candidate will apply technical knowledge and analytical troubleshooting skills while developing expertise in transport refrigeration systems. They will maintain ownership of customer issues from initial contact through resolution, coordinating with Customer Service, Technical Support, Finance, Credit & Collections, Tax, Warehouse, Logistics, and other supporting functions. The position calls for strong communication, problem-solving, and systems proficiency, as well as the ability to manage competing priorities in a dynamic global aftermarket environment.

Requirements

• High school diploma or GED with 5 or more years of customer service experience, or a bachelor’s degree with 2 or more years of customer service experience.
• Technical aptitude, learning agility, and structured troubleshooting and analytical thinking.
• Customer focus and dealer relationship management.
• End-to-end issue ownership and accountability.
• Cross-functional collaboration and coordination.
• Ability to communicate technical information clearly.
• Research, documentation, and follow-through skills.
• Adaptability and continuous improvement.

Nice To Haves

• Good communication skills and comfort speaking with external customers.
• Proficiency in Microsoft Excel.
• Familiarity with technical documentation, parts catalogs, diagnostic procedures, service manuals, or equipment troubleshooting.
• Experience with JD Edwards (JDE), Salesforce, or comparable ERP and CRM systems.
• Experience in aftermarket parts, order management, customer operations, supply chain, or dealer support.
• Experience supporting international customers or business partners.
• Direct experience in the transport refrigeration industry is beneficial but not required.

Responsibilities

• Handle general phone queue contacts, technical inquiries, and customer escalations for the Carrier Transicold Performance Parts call center.
• Provide end-to-end customer support, technical inquiry assistance, and operational coordination for aftermarket parts.
• Serve as a primary point of contact for dealers and international aftermarket partners.
• Support Tier 1 technical escalations related to truck and trailer refrigeration units.
• Research parts and equipment-related questions and coordinate with technical experts and internal stakeholders to resolve issues.
• Maintain ownership of customer issues from initial contact through final resolution.
• Coordinate across Customer Service, Technical Support, Finance, Credit & Collections, Tax, Warehouse, Logistics, and other supporting functions.
• Research, document, and follow through on customer issues and technical findings.
• Manage competing priorities and contribute to continuous improvement in a global aftermarket environment.

Benefits

• Medical, dental, and vision coverage; wellness incentives.
• Retirement benefits.
• Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; and purchased vacation.
• Short-term and long-term disability.
• Life insurance and Accidental Death and Dismemberment insurance.
• Health Savings Account, Health Care Spending Account, and Dependent Care Spending Account.
• Tuition assistance.
• May be entitled to short-term cash incentives, subject to plan requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED