About Carrier
Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.
About the role
The US Command Center Manager role is critical for both the growth of the Command Center as well as for maintaining BAU operations.
Carrier runs Command Centers based out of US (Kennesaw) and India (Bangalore) for managing the HVAC Equipment Management operations of customers globally. Carrier is looking for Lead Service Manager with Mechanical / HVAC / Controls and Customer Management experience to lead the North America Command Center in Kennesaw.
This position follows a hybrid schedule, with 3 days onsite and 2 days remote per week
Key Responsibilities
Engage with internal Carrier and External Customers for Service discovery, definition, deployment, and ongoing operations. Co-own the overall P&L of the Command Center execution for the US region. This will be a global role based out of the US
Lead a team of 2 to 3 direct reports (Service Managers/Supervisors) and ~20 indirect technical support engineers
Design and run global delivery operations engaging with teams in India and other geographies
Business Process Management – discover, define, develop and deploy processes that span teams and geographies
Drive the Command Center growth to the next levels and make it best in class
Services Design
Engage with internal and external customers, understand business, technical & commercial needs, adapt Command Center Solution to the customer needs and design the overall service (people/process/technology/commercial - PPTC) by working with various stakeholders. Lead/Support Contract and Commercials design based on the nature of service and customer
Sales Support
Contribute to and participate in Sales Pursuits from the command center side. Support with RFP/RFI responses, solutions, processes, efforts/costing, customer visits, tradeshows
Remote Service Operations Management
Lead the Command Center team from the Setup, Transition, Stabilization and Operations phase of remote operations. Engage with the global team for hybrid delivery model and drive operational and business efficiency
Team Leadership
Hire, groom and mentor technical service managers/leaders, engineers for technical operations. Design and implement measures of competency development
Drive Digital Transformation Adoption
Act as the champion for digitization adoption internally within the team for operational excellence as well as with the customer for adopting IoT, Analytics, Service Management Products and Services
Required Qualifications
Associates degree
10 + Years of work experience in Energy Management Systems related areas of System Integration and/or Remote Services Management for HVAC Equipment
5 + years of prior experience of working with customers and internal stakeholders and capturing business needs, translating them into services solutions covering techno process commercial aspect
5 + years of working Familiarity with HVAC equipment like Chillers, plants, RTU and multiple Control Solutions including but not limited to Tridium, Schneider, Honeywell, Trane, Novar, etc.
3 + years of Business Process Management experience with discovery, define, develop and deploy processes that span teams and geographies
Preferred Qualifications
Preferably handled 2 to 3 multisite projects / large site projects…