SU, Warranty, Connection Specialist

Carrier•Baltimore, MD

5d•Onsite

About The Position

We are seeking a highly organized and detail-oriented SU, Warranty, Connection Specialist to support warranty operations, startup scheduling, and service coordination activities. This role is responsible for managing warranty claims, coordinating startup and service jobs, communicating with technicians and customers, and ensuring all processes are completed accurately and within established timelines. The ideal candidate is a self-starter with strong communication skills, excellent customer service abilities, and experience working in fast-paced service environments.

Requirements

High School Diploma/GED
3+ years of customer service, service operations experience, or warranty administration.
1+ years of working knowledge of Salesforce or SAP

Nice To Haves

2+ years of HVAC service industry experience
Bachelor’s degree in Business Management or a related field
Excellent negotiation, communication, and interpersonal skills
Strong written and verbal communication skills
Ability to work independently and collaboratively in a fast paced environment
Experience using ServiceBench
EHS awareness
Excellent customer relation skills
A self-starter with a sense of time management

Responsibilities

Setup warranty jobs and validate warranty status
Review open warranty jobs daily
Complete documents for warranty claiming
Complete claiming process within 10 days of warranty completion
Order parts for warranty jobs
Own warranty call with the warranty admin team and Area Manager/ Branch Manager
Communicate with technicians regarding information needed for warranty
Complete SU bookings, and work with SC for scheduling requirements.
Confirm site location with DSO/ contractor
Provide tech with information needed for startup
Book Abound jobs to coincide with new SU jobs
Work with Command Center to confirm IPs are updated for the tech to complete the process
Collaborate with the Service Coordinator on scheduling warranty, startup, and Abound jobs
Process COI request assigned by BOS
Update customer safety portal requirements (branch specific)
Days ready to claim (Measured by last labor date)
Connected chillers
DMB Startup days to completion / Work Complete (Measured by last labor date & closed WO)
KPI Metrics Measured Against