RLC Service Manager

at  Carrier

REQUIREMENTS

We are looking for people who are experienced in Service Engineering. If this is you, get in touch.

As a minimum you must have:

• Requires practical knowledge in leading and managing the execution of processes, projects, and tactics within one work area.
• Has broad knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization.
• University Degree or equivalent experience and a minimum of 5 years prior relevant experience.
• Good computer skills: knowledge of and proficiency in common office applications such as MS Word, Excel, Outlook, and ability to navigate SalesForce.com, Service Max, SAP, and other business applications.
• Working knowledge and understanding of HVAC Residential and Light Commercial including VRF systems.
• Diploma/Degree in Mechanical Engineering with minimum 5 years of relevant experience.
• Experienced in managing a team is a must.

ABOUT THE ROLE

Leads team of intermediate to experienced Field Service professionals. Reviews escalated issues, establishes, and maintains a good relationship with key customers, and responds to escalated complaints from high-profile customers. Responsible for maintaining training and audit/assessment programs and training field service staff.

KEY RESPONSIBILITIES:

As RLC Service Manager, you’ll be responsible for:

• Managing a team of service technicians direct reports, and a few authorized subcontractors.
• Coordination with Planners to oversee proper scheduling and service reporting of works for SR, SA and Warranty.
• Coordinates, prioritizes, and resolves issues on all RLC Equipment thru communication with factory for product quality enhancements.
• Responds to customer complaints and carries out customer satisfaction investigations to ensure establishment of appropriate improvement plans.
• To ensure all works are carried out according to our EHS policies.
• To serve as Technical Support for SR, SA and Warranty to ensure resolution and timely closure of each job.
• Assess Sub-Con services for Quality, Reliability, and Cost effectiveness.
• To ensure highest level of Customer Service Satisfaction.
• Coordinates, prioritizes, and resolves issues encountered by a more experienced team/multiple teams.
• Reviews escalated issues that will impact the business and provide recommendations for solutions.
• Possesses strong technical/product knowledge.
• Manages more experienced team according to established programs and objectives.
• Quality Issue Management
• Contacts customer, collects feedback, and establishes and maintains good relationship with key customers.
• Responds to complaints of high-profile customers, carries out the customer satisfaction investigation, and establishes the appropriate improvement plan.
• Coaches team members to ensure operational achievements are met.
• Maintains training and audit/assessment programs to ensure implementation and effectiveness of internal controls.