SME Supervisor

Job description

SME SUPERVISOR - HVAC Products | Carrier Enterprise |Syracuse Introduction: 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: www.carrierenterprise.com POSITION SUMMARY: 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: -...