Specialist, Product & Tech Services

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.

Primary responsibilities are providing support to dealer channel partners and customers on Carrier Transicold Truck Trailer America telematics solutions and aftermarket service offerings. Role includes becoming a subject matter expert on these initiatives and providing troubleshooting/support, communications of enhancements, and training to internal and external stakeholders. The Service and Support Specialist will also play a key role in continuing process improvement, providing input for product/service enhancements, and testing new capabilities before releasing to customers.

• Become a subject matter expert in the Telematics user website portal, including troubleshooting, identification and recommendations for enhancements, and provision of training to others as needed.
• Provide Tier 2 service to internal Service team members and dealer channel partners on issues related to the telematics user portal, equipment, and solution integrations with third-party elements.
• Collaborate with vendor partners to facilitate and provide Tier 3 support as needed.
• Solve problems and make recommendations for improvements as they arise.
• Documentation of telematics deployment scenarios, issues, corrections and procedures to compile service bulletins and FAQs as resources for internal Service teams, dealer channel partners and fleet customers.
• Participate in creation of sales and service support tools, and provide training as needed through both creation and delivery of online modules and live in-person presentations.
• Collaborate with other Service team members, Product Managers, IT and Engineering teams in the evaluation and prioritization of product/service enhancements, especially related to software improvements to enhance website portal, customer usage and data/information management.
• Participate in testing of new enhancements before they are released to customers.
• Define features and capabilities for development of Aftermarket Services, including usage and ROI models.

• Associates degree.
• 7 + years of experience, including direct work experience in a Customer Support, Service and/or SW/ IT role .

• Great attention to detail is essential.
• Enthusiasm toward and ability to solve problems.
• Experience interacting with customers to understand their needs and help solve their problems is strongly preferred.
• Experience in Telematics and/or other Aftermarket Services offerings, or other IT solutions, SaaS or related applications is preferred.
• Experience working with vendor partners and collaborating on solutions to benefit both companies is preferred.
• Experience working with various business systems and websites, including user portals, and/or service administration systems is preferred.
• Experience interacting with functional teams in Services, Product Management, IT, Software Development, is preferred.
• BS or BA degree preferred.
• IT or Agile certification or experience.

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.