Customer Assurance Manager

3 days ago


Hanover Hills, Maryland, United States Carrier Enterprise Full time
Job Summary

The Customer Assurance Manager plays a pivotal role in supporting our customers' technical needs and enhancing their experience with CE products. This position is responsible for providing comprehensive technical support to field technicians across Residential, Light Commercial, and Large Commercial Applied product lines.

Key Responsibilities
  • Technical Support & Troubleshooting: Deliver technical assistance to field technicians to diagnose and resolve HVAC equipment issues for the Carrier, Payne, and Bryant product lines.
  • Onsite Support: Conduct job site visits to assist with technical challenges and ensure proper resolution of product issues.
  • Training & Development: Provide training sessions for dealers on product use, troubleshooting techniques, and best practices for installation and maintenance.
  • Warranty & Consumer Relations: Address special warranty issues and manage consumer relations to ensure customer satisfaction and product integrity.
  • Internal Support: Collaborate with internal sales teams to provide technical insight and assist with post-sale technical concerns to secure ongoing business.
  • Continuous Improvement: Identify opportunities for product and service enhancements to improve customer experience and product performance.
About Carrier Enterprise

Carrier Enterprise (CE) is a national distributor of residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) products, parts and supplies through licensed HVAC/R dealers and contractors. CE operates primarily in the business-to-business environment where its products are sold through licensed HVAC dealers and HVAC contractors.

Qualifications & Skills
  • Technical Expertise: years of HVAC experience in residential and commercial service, ideally with Carrier, Bryant, and Payne unitary, ductless, and VRF products.
  • Problem-Solving Skills: Strong ability to diagnose technical issues and provide effective solutions quickly, both remotely and onsite.
  • Customer Service & Communication: Outstanding interpersonal skills to clearly communicate technical information to both customers and internal teams.
  • Tech-Savvy: Proficient in digital tools and technology for technical support, virtual troubleshooting, and team communication.
  • Industry Knowledge: Solid understanding of HVAC design, applications, and current industry standards.
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


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