Technician

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. About this role 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. Key Responsibilities 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. Basic Qualifications Associates degree. 7 + years of experience, including direct work experience in a Customer Support, Service and/or SW/ IT role . Preferred Qualifications 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. #J-18808-Ljbffr