Technical Customer Service Operations Manager

HVAC Products | Carrier Enterprise

Carrier Enterprise Has an exciting opportunity for a Technical Support Customer Service & Operations Manager

Introduction:

Carrier Enterprise, a leading national distributor of residential and light commercial HVAC products, is seeking a dynamic Branch Sales Associate. Join a team that excels in providing top-notch HVAC/R products, parts, and supplies through licensed HVAC/R dealers and contractors.

Company Description:

Carrier Enterprise (CE) is a premier national distributor specializing in residential and light commercial Heating, Ventilation, and Air Conditioning (HVAC) products, parts, and supplies. We serve licensed HVAC/R dealers and contractors, ensuring top-quality HVAC solutions across 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada. With over 200+ locations, we are well-positioned to meet our customers' HVAC/R needs.

Company Website:

Position Summary

Lead both the front-line HVAC Technical Support team and the back-office Technical Operations team to drive best-in-class customer experience while delivering operational excellence in warranty processing, case management, and support workflows. Balance customer satisfaction, technical accuracy, and efficiency through process improvement, automation, and data-driven decision making.

Key Responsibilities

• Manage and develop HVAC Technical Support Representatives through direct coaching on case management, CRM best practices, communication skills, and professional growth to ensure consistent, high-quality troubleshooting and customer engagement.
• Establish and enforce best practices for communication protocols, escalation procedures, and case ownership while tracking and improving response time, resolution time, and CSAT metrics.
• Oversee warranty claims, factory submissions, and documentation by enforcing compliance with warranty policies, factory requirements, and internal SOPs to ensure accurate case processing and timely resolution.
• Supervise case routing, data integrity, and SLA adherence in Salesforce or equivalent systems, and eliminate duplicate, incomplete, or mis-routed cases through disciplined processes and system optimization.
• Maintain and update SOPs for warranty processing, field reporting, and support workflows while serving as the primary liaison among Technical Support, Warranty, Factories, and internal teams.
• Define, track, and report key performance indicators including case volume, resolution time, SLA compliance, and warranty cycle time using real-time dashboards that provide visibility into team and operational performance.
• Identify bottlenecks and inefficiencies within support operations and lead continuous-improvement and transformation initiatives such as team restructuring, process standardization, and automation projects.
• Collaborate cross-functionally with Training, Sales, Warranty, Marketing, and Product teams to identify skill gaps, recurring technical problems, and strategic opportunities that enhance customer experience and operational scalability.

Requirements

• 5+ years of experience in customer support management or customer service operations. HVAC technical support is a plus.
• Bachelor's degree required in business, communications, or a related field
• Proficiency with CRM and case management systems (Salesforce preferred) and the ability to use data analytics and KPI dashboards to drive performance and operational decisions.
• Strong knowledge of warranty processes, compliance requirements, and factory submission protocols with the ability to manage complex documentation and enforce SOPs across multiple teams and regions.
• Excellent communication and leadership skills with the ability to coach team members, manage escalations professionally, and collaborate effectively across departments to solve problems.
• Proven ability to drive process improvement and operational excellence through identifying inefficiencies, implementing solutions, managing change, and scaling operations to support business growth.

Invitation to Apply:


Full-time and part-time positions are available. To explore this exciting opportunity and other career opportunities at Carrier Enterprise, visit our careers page at Learn more about our company and team.


Equal Opportunity Statement:


Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence.

Requirements

• 5+ years of experience in customer support management or customer service operations. HVAC technical support is a plus.
• Bachelor's degree required in business, communications, or a related field
• Proficiency with CRM and case management systems (Salesforce preferred) and the ability to use data analytics and KPI dashboards to drive performance and operational decisions.
• Strong knowledge of warranty processes, compliance requirements, and factory submission protocols with the ability to manage complex documentation and enforce SOPs across multiple teams and regions.
• Excellent communication and leadership skills with the ability to coach team members, manage escalations professionally, and collaborate effectively across departments to solve problems.
• Proven ability to drive process improvement and operational excellence through identifying inefficiencies, implementing solutions, managing change, and scaling operations to support business growth.

Invitation to Apply:


Full-time and part-time positions are available. To explore this exciting opportunity and other career opportunities at Carrier Enterprise, visit our careers page at Learn more about our company and team.