Telematics Customer Support Lead

Carrier Global Corporation; Atlanta (GA); Remote; USD 90,000 - 158,000; Full time

Job summary

An established industry player is seeking a dynamic individual to join their Truck Trailer Americas organization. This role focuses on enhancing customer success through deep expertise in the Lynx Fleet platform, managing customer issues, and mentoring team members. You will play a crucial role in driving commercial success by establishing robust KPIs and facilitating effective communication across various stakeholders. If you are a solutions-oriented professional with a passion for customer satisfaction and technical products, this opportunity offers a chance to make a significant impact in a forward-thinking environment.

Qualifications

• 6+ years of experience in customer success or senior support roles.
• Strong problem-solving and communication skills required.

Responsibilities

• Manage customer issues and provide expert support for the Lynx Fleet platform.
• Establish KPIs to improve customer experience and product quality.

Skills

Customer Success Management

Account Management

Problem-Solving Skills

Communication Skills

Technical Product Support

Education

Bachelor’s Degree

Tools

Salesforce

Job description

Country: United States of America

Location: CAGAO: Carrier-Home Georgia Remote Location, Remote City, GA, 30303 USA

Carrier Global Corporation, a global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

About the role:

This role will be highly visible in the Truck Trailer Americas organization and has the ability to scale up in relation to our commercial success. The successful growth of the support function within the Lynx Fleet team is paramount to the success of our product.

Role Responsibilities:

1. Display Product Expertise: Deeply understand the Lynx Fleet platform’s capabilities and explain them to a variety of segments including, but not limited to over the road truck, rail, food & grocery, and leasing companies.
2. Issues Resolution: Manage the customer issues intake funnel that directs issues and escalations, as required, to the appropriate teams for resolution.
3. Team Development: Serve as a mentor to the wider commercial and support teams, both within Lynx, as well as our business units.
4. Data & KPIs: Establish and implement a more robust set of KPIs to drive decision making that improves customer experience and product quality.
5. Feedback Loop: Conduct reviews to accelerate the closure of support cases and to identify case-handling issues by providing direct feedback to engineers and management.

Basic Qualifications:

1. Bachelor’s degree.
2. 6+ years of experience in a senior customer success, account management, or senior support role.

Preferred Qualifications:

1. Salesforce Case Management.
2. Experience supporting or working with technical products.
3. Solutions-oriented with strong problem-solving skills.
4. Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, day-to-day users of our software.
5. Diplomacy, tact, and poise under pressure when working through customer issues.

Pay Range: $90,263 - $157,959 Annually

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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