SME Supervisor

SME Supervisor - HVAC Products | Carrier Enterprise |Syracuse

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.

The Supervisor manages the daily operations of the Tier 2 Subject Matter Expert (SME) team, overseeing Level 1 and Level 2 support associates to ensure optimal staffing coverage, workload distribution, and adherence to service level Key Performance Indicators (KPIs) across all designated areas of study. This position is critical to maintaining customer experience excellence by bridging technical support operations with cross-functional teams, driving continuous improvement, and ensuring associates possess current product knowledge and process expertise.

Essential Duties and Responsibilities:

• Oversee staffing coverage, workload distribution, and service level KPI adherence for Level 1 and Level 2 support associates across all designated support areas.
• Track and analyze performance metrics to optimize team efficiency, identify bottlenecks, and ensure continuous operational improvements.
• Partner with Project Management and Training teams to develop, review, and deliver customer-facing and associate-facing training programs that enhance team capabilities.
• Coordinate product updates and customer experience (CX) process training to ensure consistent expertise throughout the support team and maintain alignment with organizational changes.
• Ensure Tier 2 SME associates remain current on product knowledge, system enhancements, and process changes through ongoing communications and updates with Product Management, Factory, and vendor partners.
• Identify and implement escalation pathways that reduce complex or recurring issues at the Tier 2 level and collaborate with cross-functional stakeholders to drive systemic enhancements.
• Work with interdepartmental stakeholders, including Product Management, Factory, Carrier and RCD Parts vendors, specialty account teams, and CX leadership to support continuous improvement efforts.
• Oversee payroll timecards, overtime, travel expenses, reimbursements, and SG&A expenses related to events, trainings, and CX requirements, ensuring expenses remain within approved budgets.

Minimum Qualifications:

• Education: Associate's degree or equivalent in Business Administration, Communications, Technology, or related field
• Minimum of 45 years in business, communications, supply chain, HVAC technology, or related field
• Strong leadership and coaching skills with excellent written and verbal communication abilities
• Proficiency in Salesforce CRM, Microsoft Office Suite (Excel, PowerPoint, Word, Teams), budget management, and ability to manage multiple priorities with cross-functional teams
• Demonstrated experience managing support teams, coordinating product/process updates, and implementing performance improvements in a technical support environment

Benefits:

• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance (Short-term and Long-term)
• Employee Assistance Program (EAP)
• Tuition Reimbursement & Professional Development
• Paid Vacation & Sick time
• Company Paid Holiday's
• 401(k) Plan with Employer Match
• Employee Discount Program

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