Technical Product Service Specialist

Job description

General Responsibilities: - Responds to inbound Technical Support calls and case requests from strategic account customers and installing/servicing contractors. - Gathers detailed system, model, control, application and operational data to properly troubleshoot customer issues. - Uses Carrier technical tools, documentation, and internal systems to research and support troubleshooting. - Provides basic to intermediate troubleshooting support for HVAC, Controls, and refrigeration circuits. - Creates and maintains case documentation within Salesforce and other support systems. - Coordinates with internal teams including engineering, warranty, parts, logistics, and field service. - Escalates complex issues to senior specialists or managers when required, while maintaining ownership of the case. - Participates in training, shadowing, and knowledge building activities to grow technical capability. - Maintains a high level of professionalism and customer care in all communications. Basic Qualifications: - Bachelor's degree - 5+ years of installation/servicing HVAC service experience diagnosing and resolving customer complaints to ensure maximum equipment up-time. - 2+ years HVAC related e...