US Command Center Manager
About The Position
The US Command Center Manager leads the growth and day-to-day operations of Carrier’s North America Command Center in Kennesaw, which manages global HVAC Equipment Management operations alongside Carrier’s Bangalore Command Center. The position engages internal Carrier teams and external customers to discover, define, deploy, and operate services, and co-owns the US region Command Center execution P&L. It is a global role based in the US. The manager leads 2 to 3 direct reports and approximately 20 indirect technical support engineers, and designs global delivery operations with teams in India and other geographies. The role develops and deploys business processes across teams and locations, drives Command Center growth and operational excellence, and designs customer-specific services covering people, processes, technology, and commercial needs. It also supports sales pursuits, RFP/RFI responses, solution design, costing, customer visits, and tradeshows. The role oversees remote service operations from setup and transition through stabilization and ongoing operations, partnering with global teams on hybrid delivery and efficiency. It hires, mentors, and develops service leaders and engineers, establishes competency development measures, and champions adoption of digital tools and services such as IoT, analytics, and service management products.
Requirements
- Associate degree.
- 10 or more years of work experience in Energy Management Systems-related system integration and/or remote services management for HVAC equipment.
- At least 5 years of experience working with customers and internal stakeholders to capture business needs and translate them into service solutions covering technical, process, and commercial aspects.
- At least 5 years of familiarity with HVAC equipment such as chillers, plants, and RTUs, and control solutions including Tridium, Schneider, Honeywell, Trane, and Novar.
- At least 3 years of Business Process Management experience discovering, defining, developing, and deploying processes that span teams and geographies.
Nice To Haves
- Experience handling 2 to 3 multisite projects or large-site projects involving more than 2,000 sites for Remote Energy Management Systems and/or system integration.
- Experience managing supervisors and team leads.
- Global delivery experience.
- Excellent customer management and customer engagement skills.
- Good understanding of and exposure to project management and service management.
- Experience working with different internal teams and across business units.
- Experience working with field service teams or vendors.
Responsibilities
- Engage internal Carrier teams and external customers in service discovery, definition, deployment, and ongoing operations.
- Co-own the overall P&L for Command Center execution in the US region.
- Lead 2 to 3 direct reports and approximately 20 indirect technical support engineers.
- Design and run global delivery operations with teams in India and other geographies.
- Discover, define, develop, and deploy business processes spanning teams and geographies.
- Drive Command Center growth and establish best-in-class operations.
- Design customer services by understanding business, technical, and commercial needs and coordinating people, processes, technology, and commercial requirements with stakeholders.
- Lead or support contract and commercial design based on the service and customer.
- Participate in and contribute to sales pursuits, including RFP/RFI responses, solution and process design, effort and cost estimates, customer visits, and tradeshows.
- Lead remote service operations through setup, transition, stabilization, and ongoing operations.
- Coordinate with global teams on hybrid delivery and improve operational and business efficiency.
- Hire, coach, and mentor technical service managers, leaders, and engineers; design and implement competency development measures.
- Champion digital adoption within the team and with customers, including IoT, analytics, and service management products and services.
Benefits
- Medical, dental, and vision coverage.
- 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 coverage.
- Health Savings Account, Health Care Spending Account, and Dependent Care Spending Account.
- Tuition assistance.
- Short-term cash incentives, subject to plan requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
