Supervisor, Warranty Administrator

About Carrier Carrier Global Corporation is a global leader in intelligent climate and energy solutions and is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting‑edge advancements in temperature control, air quality and transportation, Carrier improves lives, empowers critical industries and ensures safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, the company has led with purpose: enhancing the lives we live and the world we share. Key Responsibilities Lead and supervise a team of Customer Service representatives and team leaders, ensuring service levels and customer expectations are consistently met. Handle escalated or unresolved customer inquiries—via phone or electronic communication—providing accurate information regarding products, services, accounts, and warranty‑related issues. Guide and support team members in resolving routine and moderately complex issues, fostering skill development and confidence. Ensure customer issues are properly addressed, resolved, and documented. Review correspondence and case notes to identify recurring issues, trends, and areas for improvement. Ensure team compliance with organizational policies, customer service standards, and complaint‑handling procedures. Recommend procedural updates to enhance efficiency, accuracy, and customer experience. Partner with production, sales, shipping, warehouse, and other internal teams as needed to resolve customer concerns and expedite service. Provide limited promotion or selling of products/services to support business goals. Offer after‑sales support for applicable client accounts. Oversee day‑to‑day activities of call center representatives to maintain efficient customer communication workflows and ensure operational effectiveness. Required Qualifications High school diploma or GED. 3+ years of progressive experience in customer service, warranty management, or product lifecycle management. Able and willing to travel domestically up to 10% of the year for training and customer visits. Preferred Qualifications Associate or bachelor’s degree. Understanding of foundational leadership approaches, including scheduling, prioritization, coaching, and process execution. Experience in a call center or service operations environment. Strong familiarity with the HVAC industry. Proficiency with systems such as Service Bench, Salesforce, and SAP. Working knowledge of Carrier systems, programs, and organizational processes. Experience with process improvement methodologies (Lean, Six Sigma, Kaizen). Strong verbal and written communication skills with the ability to collaborate effectively across departments and with diverse customer groups. Analytical skills to interpret customer data, identify trends, and recommend improvements. Strong ability to prioritize, multitask, and work effectively in a fast‑paced environment. Working knowledge of call center tools such as CRM (Customer Relationship Management software) and phone tools (such as Five9). Pay Range The annual salary for this position is between $64,500.00 and $129,500.00, depending on skills, education, experience and other qualifications. Other Compensation Short‑term cash incentives may be provided, subject to plan requirements. Benefits Health Care Benefits: Medical, Dental, Vision; wellness incentives. Retirement Benefits. Time off and Leave: paid vacation days (up to 15), paid sick days (up to 5), paid personal leave (up to 5), paid holidays (up to 13), birth and adoption leave, parental leave, family and medical leave, bereavement leave, jury duty leave, military leave, and purchased vacation. Disability: short‑term and long‑term disability. Life insurance and accidental death and dismemberment. Tax‑advantaged accounts: Health Savings Account, Health Care Spending Account, Dependent Care Spending Account. Tuition assistance. Carrier EEO Statement and Accommodations Process Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action for qualified individuals with a disability and protected veterans in compliance with section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act. If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact View email address on click.appcast.io. We will make every effort to meet your needs in accordance with applicable laws. #J-18808-Ljbffr