Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.
Key Responsibilities
- Manages delivery of technical product training programs to customers, employees, and/or field support personnel, covering complex product modules specific to an assigned product line.
- Oversees communications with organizations and departments to ensure product research, development, and delivery of training programs are in line with expectations.
- Recommends content for inclusion and the format of training aids and materials.
- Advises trainers on the format that should be used for training sessions and product demonstrations.
- Advises on the policies that trainers should follow when administering tests in conjunction with technical training sessions.
- Consolidates and provides feedback to the management on the effectiveness of training activities.
- Recommends revisions for training plans and materials to ensure course materials reflect product features, meet new training requirements and contain up-to-date technical information.
- Coaches technical support engineers and provides feedback, when required, to help them solve problems and also build capabilities.
- Responds and handles complex calls to ensure smooth and effective operations.
- Schedules resources for training and 24x7 support to ensure cost effectiveness and coordination of activities.
- Operates technical support and training with established procedures to ensure business objectives are met.
Required Qualifications
- Bachelors Degree
- 5+ years of Technical Support or Call Center experience
- 5+ years of Customer Facing experience
Preferred Qualifications
- 3+ years experience in lead type of role
- Clear and concise ability to explain fundamental of use of Det-Tronics product lines to new users
- 5+ years of customer training experience
- 3+ years experience working in a customer support environment preferred
- 3+ years’ experience within the IFPS industry preferred
- Experience managing direct reports in the technical service environmentExtraordinary interpersonal skills and customer focus
- Experience with Salesforce, JDE and other CRM tools
- Comprehensive knowledge of MS Office software applications (Word, Excel, PowerPoint, Outlook)
- High attention to detail
- Team oriented and ability to work in a dynamic environment.