Director of Customer Assurance

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 or exceed our customers' HVAC/R needs. Additional details about CE can be located at our website

Objective:

The Director of Customer Assurance will oversee and lead the Customer Assurance Field Teams throughout North America, ensuring exceptional technical support for the complete range of residential and commercial products offered by CE. This role entails collaborating with field Customer Assurance leaders to establish benchmarks for customer technical support, training, and issue resolution. Additionally, the position involves assisting internal teams to facilitate sales and address post-sale challenges.

Duties and Responsibilities

Develop and implement technical support strategies, policies, and procedures to enhance customer satisfaction and operational efficiency.

Oversee the resolution of complex technical issues, ensuring timely and effective solutions.

Facilitate collaboration between the Customer Assurance Team, Product Management and Sales to provide technical expertise and support for new product launches and improvements.

Provide detailed reporting to external customers, manufacturers, and internal customers regarding problem situations and proposed resolutions.

Reinforce a customer-centric culture within the technical support team, ensuring a high level of responsiveness and professionalism.

Stay current with industry trends, technological advancements, and regulatory requirements to ensure the company remains at the forefront of the HVAC industry.

Lead and manage the Customer Assurance support team, providing guidance, training, and development opportunities.

Responsibilities may vary depending on the specific needs of the organization. This job description is not intended to be an exhaustive list of all duties, but rather a general overview of the position. CE reserves the right to modify or change job responsibilities at any time, and associates may be required to perform other duties as assigned.

Requirements:

Qualifications

Bachelor's degree, HVAC Technology, or a related field. A Master's degree is preferred.

Minimum of 10 years of experience in HVAC technical support, with at least 5 years in a leadership role.

In-depth knowledge of HVAC systems, components, and industry standards.

Strong problem-solving skills and the ability to handle complex technical issues.

Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and senior management.

Proficiency in using technical support software and tools.

Strong organizational and project management skills.

Ability to travel as needed.

Physical Requirements

Office: Prolonged periods of sitting or standing at a desk and working on a computer. Frequent repetitive motion using hands and fingers to type and navigate software systems. Must be able to communicate clearly and professionally, both verbally and in writing. Occasionally required to stand, walk, bend, or reach. May be required to lift or move office products and supplies up to 15 pounds.

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

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