Service Manager, Phoenix, AZ

C01 Carrier Corporation; Phoenix (AZ); On-site; USD 79,000 - 158,000; Full time

Benefits offered by this job

Health benefits

Pension plan

Paid time off

Sick leave

Job summary

Carrier Global Corporation seeks a Field Service Manager to lead a team of technicians, optimize field operations, and ensure top-tier customer service. You will coordinate schedules, train staff, and escalate issues to senior management as needed.

Requirements include a HS diploma or GED with 3+ years in leadership of a technician team; a Bachelor's in Business Management or Engineering is preferred. Travel within the territory may be required, and strong IT skills with Salesforce and ERP

Qualifications

• High School Diploma or GED required; 3+ years leading a team of technicians.
• Bachelor's degree in Business Management or Engineering preferred.
• Experience with commercial HVAC or field service operations is a plus.

Responsibilities

• Lead and supervise entry to intermediate level Field Service professionals or supervisors.
• Manage day-to-day priorities and solve client issues.
• Forecast, monitor and report performance against plan; drive KPI improvements.
• Recruit, interview, hire, and develop technicians to meet workload and customer expectations.
• Meet with customers in your territory to strengthen satisfaction and uncover service opportunities.

Skills

Team leadership

Field service

Education

High School Diploma or GED

Bachelor's degree in Business Management or Engineering

Tools

Salesforce.com

ServiceMax

ERP

MS Word

Excel

Outlook

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

Supervises a team of entry to intermediate level Field Service professionals or supervisors of Field Service Technicians. Manages day-to-day priorities in solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.

Key Responsibilities

Champion Service & Optimization guidelines and best practices across the team. Drive continuous improvement in KPI performance and field operations by identifying actions, completing tasks assigned in DMBs, and escalating blockers quickly. Lead your team's participation in daily DMB meetings, coming prepared to discuss KPI progress and action plans for underperforming metrics. Own environmental, health, and safety compliance for the service team, and train every employee to work safely and productively in the shop and on customer sites. Review work orders and time reports for accuracy to keep billing clean and accounts receivable on track. Resolve warranty issues, product recalls, operational problems, premature failures, and other equipment concerns on products we sell and service. Keep communication flowing within the team so technicians are scheduled and dispatched by skill level, efficiency, and training needs. Recruit, interview, hire, and develop technicians to meet workload demands and company and customer expectations. Meet with customers in your territory to strengthen satisfaction and retention and uncover new service opportunities. Lead and direct field technicians in equipment repair, maintenance, start-up, operation, and related work to deliver an outstanding customer experience. Forecast, monitor, and report financial performance against plan. Coordinate, prioritize, and resolve issues for a skilled, experienced technical team. Guide a seasoned team toward established programs and objectives. Build lasting customer relationships through regular contact and feedback. Respond to key customer concerns and lead satisfaction investigations that produce clear improvement plans.

Required Qualifications

High School Diploma or GED. 3+ years of experience working in the Commercial HVAC industry. 3+ years of experience managing or leading a team of technicians. Capable of climbing ladders or using other lift equipment over 8 feet above grade and capable of lifting items up to 50lbs. Valid and current Driver’s License and can be insurable by the company’s insurance.

Preferred Qualifications

Bachelor's degree in Business Management or Engineering. Experience growing a service agreement base and planned maintenance programs. Working knowledge of commercial HVAC systems. Technical aptitude, knowledge of local building codes, and the resourcefulness to develop solutions with the tools at hand. Strong computer skills, including MS Word, Excel, and Outlook, and the ability to navigate Salesforce.com, ServiceMax, ERP, and other business applications.

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

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

Benefits

• 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

The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.

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.

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.