Technical Support Specialist

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 the safe transport of food, life-saving 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 Carrier on social media at @Carrier.

About the Role

We are seeking a Technical Support Specialist to provide expert support for Sensitech products, services, and solutions. In this role, you will serve as a key technical resource for customers, troubleshooting hardware and software issues, managing service cases, and collaborating with cross-functional teams to ensure timely and effective resolution of technical challenges. This position offers the opportunity to contribute to customer satisfaction, continuous improvement initiatives, and the ongoing development of innovative monitoring and tracking solutions.

Key Responsibilities

As a Technical Support Specialist, you'll be responsible for:

• Providing technical support and troubleshooting for Sensitech products, services, and solutions through phone, email, remote tools, and in-person interactions.

• Investigating, responding to, and resolving customer inquiries in a timely and professional manner.

• Developing expertise in Sensitech product functionality, technical requirements, and operational usage.

• Managing Technical Service Case Management activities through the global ERP system, including case logging, tracking, prioritization, and escalation.

• Conducting hardware evaluations of electronic devices and preparing detailed assessment reports for customers.

• Collaborating with Sales, Analysts, Program Managers, Engineering, C3, and other internal teams to resolve issues and prevent recurrence.

• Identifying recurring technical issues and contributing to improved documentation and knowledge management resources.

• Participating in daily and weekly operational meetings and providing updates on case progress and resolution.

• Supporting continuous improvement efforts and recommending enhancements to products, systems, and processes.

• Performing root cause investigations and escalating issues through CAPA/CAR processes when necessary.

• Creating and maintaining troubleshooting guides, technical documentation, and support materials.

• Assisting with customer complaint investigations and confirmed field failure analysis.

• Supporting product validation activities through testing of new product designs and functionality.

• Delivering product training for Technical Service Representatives and contributing to support solution development.

• Performing additional duties and projects as assigned.

Requirements

We are looking for people who are customer-focused, technically skilled, analytical, and passionate about solving complex problems. If this is you, get in touch.

As a minimum you must have:

• High school diploma, Associate Degree (AA/AS), or equivalent post-secondary technical training.

• Minimum of 6 years of relevant technical support experience.

• Advanced English communication skills, both written and verbal.

• Strong troubleshooting and technical problem-solving capabilities.

• Experience supporting both hardware and software products.

• Excellent communication skills with the ability to assist customers of varying technical backgrounds.

• Strong organizational skills and the ability to manage multiple priorities simultaneously.

• Ability to work effectively in a fast-paced, customer-focused environment.

Although Not Necessary, It Would Be Nice If You Have:

• Experience with ERP systems and technical case management tools.

• Knowledge of CAPA, CAR, root cause analysis, and quality management processes.

• Experience delivering technical training or supporting product launches.

• Exposure to IoT, monitoring, tracking, or connected device technologies.

• Experience working within a global technical support organization.

Benefits

We offer a competitive total rewards package that may include other benefits and well-being programs. Offerings vary by role and location and are designed to support employees’ health, security, and success.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [email protected]. We will make every effort to meet your needs in accordance with applicable laws.