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 environment Extraordinary 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.
