Technical Product Service Specialist
About The Position
Carrier Global Corporation, a global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety, and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality, and transportation, we improve lives, empower critical industries, and ensure the safe transport of food, lifesaving medicines, and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do.
Requirements
- Bachelor's degree
- 5+ years of installation/servicing HVAC service experience diagnosing and resolving customer complaints to ensure maximum equipment up-time.
- 2+ years HVAC related experience.
Nice To Haves
- Strong problem solving and analytical skills.
- Ability to manage multiple cases while maintaining attention to detail.
- Clear and professional communication with customers and internal teams.
- Willing to learn complex products, systems, and business processes.
- Basic knowledge of Microsoft Office and Customer Relationship Management tools such as Salesforce.
Responsibilities
- Responds to inbound Technical Support calls and case requests from strategic account customers and installing/servicing contractors.
- Gathers detailed system, model, control, application and operational data to properly troubleshoot customer issues.
- Uses Carrier technical tools, documentation, and internal systems to research and support troubleshooting.
- Provides basic to intermediate troubleshooting support for HVAC, Controls, and refrigeration circuits.
- Creates and maintains case documentation within Salesforce and other support systems.
- Coordinates with internal teams including engineering, warranty, parts, logistics, and field service.
- Escalates complex issues to senior specialists or managers when required, while maintaining ownership of the case.
- Participates in training, shadowing, and knowledge building activities to grow technical capability.
- Maintains a high level of professionalism and customer care in all communications.
Benefits
- Health Care Benefits: Medical, Dental, Vision
- 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
- purchased vacation
- Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Health Savings Account
- Health Care Spending Account
- Dependent Care Spending Account
- Tuition Assistance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
5,001-10,000 employees
