Telematics Customer Experience Manager

Carrier; Georgia; Hybrid; USD 60,000 - 80,000; Full time

Job summary

Carrier is seeking a Customer Experience Manager who supports customer deployment and usage of telematics solutions while collaborating with internal teams. Responsibilities include training, analytics, and customer support, ensuring customers effectively use the solution and its capabilities.

This position is based in Athens, Georgia, with opportunities for a high percentage of remote work, requiring occasional travel. Ideal candidates will have a BS or BA and 3–5 years of Customer Service experience.

Qualifications

• 3–5 years of Customer Service experience.
• Experience with B2B customers and/or channel partners is essential.
• Familiarity with data analytics tools, including Microsoft Excel and pivot tables.

Responsibilities

• Support customer deployment and usage of telematics solutions.
• Partner with internal teams to drive telematics data usage.
• Conduct training on solutions and data analytics.

Skills

Customer Service

Problem-solving

Data analytics

Attention to detail

Communication

Education

BS or BA degree

Tools

Microsoft Excel

Salesforce

Job description

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.

About this role

Primary responsibilities are to support customer deployment and usage of our telematics solutions, through focused field communications, process improvement, data/usage analysis and customer/channel support. The Customer Experience Manager will play a key role in strengthening fleet customer and channel knowledge and usage of the solution and its capabilities, through a combination of consistent and detailed communications, continuing operations process improvements, and training and support of internal and channel field sales and service teams.

Key Responsibilities

• Partner with internal cross‑functional teams and aftermarket dealer network to drive the usage of telematics data through analytics and tools/process improvements.
• Become a subject matter expert on our telematics solution capabilities, including user applications and leverage of data.
• Partner with Enterprise Sales team to understand customer use cases and assist new customers in setting up our product in a way that helps customers achieve their goals.
• Partner with Enterprise Sales Team to provide follow up and customer service to existing Enterprise accounts to develop and expand Carrier relationship.
• Provide training on solutions and usage of data analytics to dealer channel network, and internal sales and services teams as needed.
• Receive inbound support requests and apply proper triage procedures to solve the problem, elevate to tier 3 or send to the appropriate cross‑functional team.
• Gather data and provide regular reporting on support requests to leadership in order to identify common requests that require proactive solutions.
• Provide regular reporting on support call volumes for capacity planning.
• Solve problems and make recommendations for improvements as they arise.

Basic Qualifications

• BS or BA degree.
• 3–5 years Customer Service experience.

Preferred Qualifications

• Experience interacting with B2B customers and/or channel partners is essential.
• Great attention to detail is essential.
• Enthusiasm toward and ability to solve problems.
• Use of data analytics tools, including Microsoft Excel and pivot tables is preferred.
• Experience in Telematics and/or other Aftermarket Services offerings, or other IT solutions, SaaS or related applications is a plus.
• Experience with Salesforce is preferred.
• Experience interacting with functional teams in Sales, Service, IT, Operations, Software Development, Product Management is a plus.
• Experience interacting with customers to understand their needs and help solve their business problems.

This role has a preferred office location in Athens, GA, but can be performed with a high percentage of remote work.

Remote candidates will need to travel to Athens, Georgia occasionally. Overall travel requirements for this role are 10% or less