Master Tech Customer Service

C01 Carrier Corporation; Town of De Witt (NY); On-site; USD 79,000 - 158,000; Full time

Benefits offered by this job

Health care

Retirement benefits

Paid time off

Jury duty leave

Job summary

Carrier Global Corporation is seeking a Master Tech Customer Service professional to join the Carrier Transicold Global Aftermarket team. You will handle technical inquiries, dealer escalations, and end-to-end customer support across North America and international partners, resolving complex issues and coordinating with multiple internal teams.

The role emphasizes technical knowledge, analytical troubleshooting, and a strong customer-first approach, with potential short-term incentives and a

Qualifications

• High School Diploma / GED with 5+ years of customer service experience
• Or Bachelor's degree with 2+ years of customer service experience
• Experience with JD Edwards (JDE), Salesforce or comparable ERP/CRM systems
• Familiarity with aftermarket parts, order management or dealer support is a plus

Responsibilities

• Provide end-to-end customer support, technical inquiry assistance and escalation handling
• Coordinate with cross-functional teams across Customer Service, Technical Support, Finance and Logistics
• Research complex issues, diagnose using technical knowledge, and communicate findings clearly to dealers
• Assist international partners and North American dealers with parts and equipment questions
• Maintain ownership of customer issues from initial contact through final resolution

Skills

Technical aptitude

Learning agility

Troubleshooting

Analytical thinking

Customer focus

Dealer relationship management

Cross-functional collaboration

Clear technical communication

Education

High School Diploma / GED

Bachelor's degree

Tools

JD Edwards (JDE)

Salesforce

Excel

Job description

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

About This Role

Serve as a member of the Carrier Transicold Performance Parts call center with general phone queue, technical inquiries, and customer escalation responsibilities. This position is a key member of the Carrier Transicold Global Aftermarket Customer Operations team, providing end-to-end customer support, technical inquiry assistance, and operational coordination for aftermarket parts across the North American dealer network and international aftermarket partners in Europe, Australia, Brazil, Mexico, and Singapore. This role extends beyond traditional customer service and call center responsibilities to include technical support for dealer inquiries, complex issue resolution, cross-functional operational support, and coordination of critical customer and business transactions. The position serves as a primary point of contact for dealers and international partners, supporting Tier 1 technical escalations related to truck and trailer refrigeration units, researching parts and equipment-related questions, and coordinating with technical experts and other internal stakeholders to resolve issues. The ideal candidate brings a foundation of technical knowledge or experience, strong analytical and troubleshooting skills, and the ability to learn and develop expertise in transport refrigeration systems. Direct experience in the transport refrigeration industry is beneficial but not required. The ability to understand technical information, ask effective diagnostic questions, research solutions, and communicate technical findings clearly to dealers is essential. The Master Tech Customer Service maintains ownership of customer issues from initial contact through final resolution, coordinating across Customer Service, Technical Support, Finance, Credit & Collections, Tax, Warehouse, Logistics, and other supporting functions as needed.

Key Responsibilities and Competencies

• Technical aptitude and learning agility
• Structured troubleshooting and analytical thinking
• Customer focus and dealer relationship management
• End-to-end issue ownership and accountability
• Cross-functional collaboration and coordination
• Clear communication of technical information
• Research, documentation, and follow-through
• Adaptability and continuous improvement

Required Qualifications

• High School Diploma / GED with 5+ years of customer service experience
• Or Bachelors degree with 2+ years of customer service experience

Preferred Qualifications

• Good communication skills, comfortable speaking with external customers
• Proficient in Microsoft Excel
• Familiarity with technical documentation, parts catalogs, diagnostic procedures, service manuals, or equipment troubleshooting
• Experience with JD Edwards (JDE), Salesforce, or comparable ERP and CRM systems
• Experience in aftermarket parts, order management, customer operations, supply chain, or dealer support
• Experience supporting international customers or business partners

Pay Range

The annual salary for this position is between $79,000.00 - $158,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.

Other Compensation

This position may be entitled to short-term cash incentives, subject to plan requirements.

Benefits

Employees are eligible for benefits, including:

• Health Care Benefits: Medical, Dental, Vision
• Wellness incentives
• Retirement Benefits
• Time off and Leave: 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
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account
• Health Care Spending Account
• Dependent Care Spending Account
• Tuition Assistance

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.

Application Deadline

Applications will be accepted for at least 3 days from Job Posting Date: 29 October 2026

Use of AI Technology-enabled tools may support parts of the recruitment process, with oversight by people.

At Carrier we make modern life possible by delivering groundbreaking systems and services that help homes, buildings and shipping become safer, smarter and more sustainable. We exceed the expectations of our customers by anticipating industry trends, working tirelessly to master and revolutionize them. Our team of approximately 56,000 dedicated individuals continues to mold industry standards by pursuing the latest research and developments to improve the lives of our customers. We’re constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world’s first choice in security, shipping and HVAC technology.