Field Service Engineering Manager

Carrier Global Corporation is a leader in intelligent climate and energy solutions, dedicated to enhancing comfort, safety, and sustainability. The Field Service Engineering Manager will lead a team of Field Service Engineers, manage service relationships with dealers, and ensure customer satisfaction through technical expertise and support.

Responsibilities:

• Provide guidance to a team of Field Service Engineers with regards to focus and business objectives
• Engage with customers regarding their overall service and support needs as well as discussions of Carrier Transicold’s service/product offerings
• Be a “voice of the customer” in terms of establishing business unit priorities and key deliverables for the organization to maximize customer satisfaction
• Collaborate with other functions within the North America Truck Trailer organization to drive continuous improvement in products and services
• Ensure appropriate, timely responses and communications between internal functions and the dealer network
• Act as subject matter expert for transport refrigeration systems and application practices
• Utilize predictive tools and technologies to proactively diagnose customers’ service issues
• Evaluate field experiences and drive resolution of service issues to improve customer satisfaction
• Actively work to find solutions to challenging issues that support business directives and satisfy customers’ needs
• Ensure appropriate training and development of the field service team within their area of responsibility
• Coordinate with field service peer(s) to identify opportunities to drive standardization and efficiency in field practices
• Coordinate, prioritize, and resolve issues encountered by a more experienced team/multiple teams
• Review escalated issues that will impact the business and provide recommendations for solutions
• Possess strong technical/product knowledge
• Manage more experienced team according to established programs and objectives
• Quality Issue Management
• Contact customers, collect feedback, and establish and maintain good relationships with key customers
• Respond to complaints of high-profile customers, carry out the customer satisfaction investigations, and establishes the appropriate improvement plan
• Coach team members to ensure operational achievements are met
• Maintain training and audit/assessment programs to ensure implementation and effectiveness of internal controls

Requirements:

• High School Diploma or GED
• Valid driver's license with a safe driving record to support frequent travel to regional dealer locations via company vehicle
• 3+ years of experience managing an end user technical relationship
• 2+ years of experience with electrical, mechanical, or refrigeration systems
• 1+ years of experience of having leadership responsibilities with a technical team
• Willing and able to travel up to 60% via company vehicle and air travel primarily within the Eastern United States, with rare instances of international travel
• Ability to maintain a productive home office for administrative tasks when not traveling in the field
• Has broad knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization
• EPA 608 Certification
• Previous experience working in transportation or automotive or HVAC industries
• Proficient in Microsoft Office Applications