Manager, Technical Product Training

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.

• Manages delivery of technical product training programs to customers, employees, and/or field support personnel, covering complex product modules specific to an assigned product line.
• Oversees communications with organizations and departments to ensure product research, development, and delivery of training programs are in line with expectations.
• Recommends content for inclusion and the format of training aids and materials.
• Advises trainers on the format that should be used for training sessions and product demonstrations.
• Advises on the policies that trainers should follow when administering tests in conjunction with technical training sessions.
• Consolidates and provides feedback to the management on the effectiveness of training activities.
• Recommends revisions for training plans and materials to ensure course materials reflect product features, meet new training requirements and contain up-to-date technical information.
• Coaches technical support engineers and provides feedback, when required, to help them solve problems and also build capabilities.
• Responds and handles complex calls to ensure smooth and effective operations.
• Schedules resources for training and 24x7 support to ensure cost effectiveness and coordination of activities.
• Operates technical support and training with established procedures to ensure business objectives are met.

• Bachelors Degree
• 5+ years of Technical Support or Call Center experience
• 5+ years of Customer Facing experience

• 3+ years experience in lead type of role
• Clear and concise ability to explain fundamental of use of Det-Tronics product lines to new users
• 5+ years of customer training experience
• 3+ years experience working in a customer support environment preferred
• 3+ years’ experience within the IFPS industry preferred
• Experience managing direct reports in the technical service environment
  
  Extraordinary interpersonal skills and customer focus
• Experience with Salesforce, JDE and other CRM tools
• Comprehensive knowledge of MS Office software applications (Word, Excel, PowerPoint, Outlook)
• High attention to detail
• Team oriented and ability to work in a dynamic environment.