Service Manager (Warranty)

at  Carrier

REQUIREMENTS

We are looking for people who has leadership experiences and are experienced in service related field. If this is you, get in touch.

As a minimum you must have:

• Degree in mechanical or electrical, other disciplines will be considered if with HVAC experience.
• At least 5 years experience with service related field
• Leadership experience is an advantage

ABOUT THE ROLE

This position is for a Service Manager (Warranty), who supervises a team of entry to intermediate level Field Service professionals or supervisors of Field Service Technicians. Manages day-to-day priorities in solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.

KEY RESPONSIBILITIES:

As a Service Manager (Warranty), you’ll be responsible for:

• Works with limited oversight to administer and provide for proper warranty fulfillment to ensure that company policies, legal requirements, and customer specifications are met.
• Lead the warranty team and subcontractor to coordinate all works related warranty & quality issues.
• All Quality issue raised by customer to be investigated and to facilitate if chargeable to customer or to be claimed with factory.
• Audits estimates of material, equipment services, production costs, performance requirements, and delivery schedules and consults with management to discuss necessary updates to ensure accuracy, completeness and fulfillment of service contracts and product warranties.
• Clarifies complex contractual rights and obligations for customers related to service and product warranties to ensure that client requirements are met
• Provide data to management as requested and prepares reports for management outlining historical trends regarding warranties to identify problems and improve overall performance.
• Finalizes reports for management review related to product warranties to ensure that established quality and customer satisfaction goals are achieved.
• Work closely with factory to on warranty claims and technical resolutions, claims to be submitted to factory monthly and attend the quality meeting to raise any issues relating to product in country.
• Implement training programs: Work with regional training leader and country leader to reflect market training needs
• Facilitate training sessions with other trainers to deliver training to employees.
• Managing training materials: Responsible for delivering of training materials such as manuals, presentations, and online course to technicians in local language if required
• Tracking employee progress: Monitor employee progress through training programs and provide feedback to employees and their supervisors.
• Contributes as the subject matter expert for multiple products and services