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The HVAC Commercial Technical Service Manager (TSM) responsible support of 17/19/23 series Heavy Applied products will provide phone, written and on-site support of new equipment shipped to the field from our plants: in Charlotte NC, CMX in Mexico and YLC in China. Support will include technical phone support through Carrier's central call center, for both Carrier technicians and independent contractors in the field, Carrier Commercial Offices, and all sales and Distribution offices as necessary. The TSM role will also require providing written technical and corrective action support, and field site visits to provide local technical assistance for Heavy Applied Chillers (17 series open centrifugal, 19 series high and low pressure centrifugal, 23 series screw). Support coverage will be a portion of the US and International markets, split with a second Heavy Applied TSM. Most contact will be by email, telephone or via cases taken by the Carrier Call center and managed in Carrier's case management system, with some regional travel required to provide onsite training, troubleshooting or other technical support for Carrier equipment specific to the products already identified (up to 30% travel is expected in the North American market). This role will also be responsible for assuring customer product satisfaction by working with internal/external customers to coordinate and approve warranty related issues, registering of claims, handling training issues and supporting equipment installation, start-up, and service-related issues. This position will also provide feedback to the Commercial Factories on all quality related issues.
