Technical Product Service Specialist

Carrier•New York, NY

2d•$79,000 - $158,000•Remote

About The Position

This position is for a technical professional with strong foundational HVAC knowledge who supports strategic account customers by responding to incoming Technical support/service requests and assisting with troubleshooting, documentation, and case management. The specialists is responsible for learning carrier products, systems, tools, and workflows while delivering accurate, professional customer support under guidance from senior team members. This role represents a full professional position requiring technical judgment, accountability, and strong customer communication skills.

Requirements

High School Diploma with 5+ years of experience in HVAC service, installation, and system maintenance or Bachelor’s Degree with 2+ years of experience in HVAC service, installation, and system maintenance
5 + Years of experience diagnosing and resolving customer complaints to ensure maximum equipment up-time.
Must have a Valid Driver's License.

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 CRM tools (Salesforce preferred)

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.