Operating Procedure and Learning Senior Specialist

About this role

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.

We are looking for an experienced, motivated and dynamic Standard Operating Procedure (SOP) and Learning Senior Specialist to drive and support the transformation and growth of the Carrier NA Commercial Field Service Operations.

The ideal candidate must have strong writing and editing skills and experience in writing enterprise-wide standard operating procedures. Candidates must be dedicated to discover the most efficient and effective ways to help build strong, customer focused business solutions for the North America Service business.

• Develop and maintain standard operating procedures and work instructions, training materials and maintain the Sharepoint Site
• Work closely with our cross-functional teams to understand business processes
• Write clear and concise SOPs that will guide team members in their day-to-day operations
• Continuously review and update SOPs and training materials as necessary to ensure they stay current and effective
• Ensure that SOPs are written in a user-friendly format and provide clear guidance to team members
• Collaborate with cross-functional teams to identify process improvement opportunities and recommend changes to enhance efficiency and effectiveness
• Stay up-to-date with industry standards and best practices related to SOP development and documentation
• Assist with user acceptance testing for system change approval management on all platforms
• Monitor and report on key critical business improvements areas
• Support field personnel with process, reporting, training, questions
• Perform other duties for business initiatives as assigned
• Responds to customer calls, develops appropriate documentation and response plan for resolution of issues and sends issue to appropriate level to satisfy customer requirements
• Uses technical knowledge to troubleshoots basic customer issues
• Performs data mining, gathers, and analyzes data to improve efficiency in products and technical services
• May resolve customer problems in a technical call center/service center environment or through customer escalation

• Bachelor’s Degree
• 3+ years previous experience creating standard operating procedures

• Analytical:
  Detect data/process inconsistencies, find root causes to take actions
• Strong writing and editing skills, with excellent attention to detail
• Familiarity with process improvement methodologies and initiatives
• Ability to understand complex business standard work processes and translate them into clear and concise SOPs
• High aptitude for understanding and learning new software packages, IT platforms, with proficiency in Microsoft Office Suite and EnableNOW
• Time management Skill:
  Ability to prioritize to achieve operational objectives within set deadlines
• Strong communications and interpersonal Skill: ability to work across company departments and field businesses for training and change management
• Strong computer and platform based skills: knowledge of and proficiency in common office applications such as MS Office and experience with , Service Max, SAP, Sharepoint, Marketing Cloud, and other business applications