Technical Customer Service Operations Manager

Carrier Enterprise • Charlotte, NC

7d

About The Position

Carrier Enterprise, a leading national distributor of residential and light commercial HVAC products, is seeking a dynamic Branch Sales Associate. Join a team that excels in providing top-notch HVAC/R products, parts, and supplies through licensed HVAC/R dealers and contractors.

Carrier Enterprise (CE) is a premier national distributor specializing in residential and light commercial Heating, Ventilation, and Air Conditioning (HVAC) products, parts, and supplies. We serve licensed HVAC/R dealers and contractors, ensuring top-quality HVAC solutions across 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada. With over 200+ locations, we are well-positioned to meet our customers' HVAC/R needs.

Lead both the front-line HVAC Technical Support team and the back-office Technical Operations team to drive best-in-class customer experience while delivering operational excellence in warranty processing, case management, and support workflows. Balance customer satisfaction, technical accuracy, and efficiency through process improvement, automation, and data-driven decision making.

Requirements

• 5+ years of experience in customer support management or customer service operations. HVAC technical support is a plus.
• Proficiency with CRM and case management systems (Salesforce preferred) and the ability to use data analytics and KPI dashboards to drive performance and operational decisions.
• Strong knowledge of warranty processes, compliance requirements, and factory submission protocols with the ability to manage complex documentation and enforce SOPs across multiple teams and regions.
• Excellent communication and leadership skills with the ability to coach team members, manage escalations professionally, and collaborate effectively across departments to solve problems.
• Proven ability to drive process improvement and operational excellence through identifying inefficiencies, implementing solutions, managing change, and scaling operations to support business growth.

Responsibilities

• Manage and develop HVAC Technical Support Representatives through direct coaching on case management, CRM best practices, communication skills, and professional growth to ensure consistent, high-quality troubleshooting and customer engagement.
• Establish and enforce best practices for communication protocols, escalation procedures, and case ownership while tracking and improving response time, resolution time, and CSAT metrics.
• Oversee warranty claims, factory submissions, and documentation by enforcing compliance with warranty policies, factory requirements, and internal SOPs to ensure accurate case processing and timely resolution.
• Supervise case routing, data integrity, and SLA adherence in Salesforce or equivalent systems, and eliminate duplicate, incomplete, or mis-routed cases through disciplined processes and system optimization.
• Maintain and update SOPs for warranty processing, field reporting, and support workflows while serving as the primary liaison among Technical Support, Warranty, Factories, and internal teams.
• Define, track, and report key performance indicators including case volume, resolution time, SLA compliance, and warranty cycle time using real-time dashboards that provide visibility into team and operational performance.
• Identify bottlenecks and inefficiencies within support operations and lead continuous-improvement and transformation initiatives such as team restructuring, process standardization, and automation projects.
• Collaborate cross-functionally with Training, Sales, Warranty, Marketing, and Product teams to identify skill gaps, recurring technical problems, and strategic opportunities that enhance customer experience and operational scalability.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees