Customer Service Manager

Carrier Corporation, a subsidiary of United Technologies Corporation (NYSE:UTX), is the world's largest solutions provider of air conditioning, heating and refrigeration equipment for commercial, residential and transportation applications. A global organization, we have 43,000 employees worldwide and annual revenues in excess of $10.6 billion.

We have a world wide network of independent distributors and dealers, who sell, install and service Carrier products in more than 172 countries on six continents. Our products are globally designed and engineered and manufactured in 85 facilities around the world.

We are at the very forefront of the industry, developing exciting new products that make use of advances in computer and Internet technology, developing ever more environmentally safe refrigerants and dramatically reducing the power requirements of our products. Willis Carrier invented modern air conditioning over a hundred years ago. Today Carrier Corporation leads the world in the manufacture and sale of heating, ventilating, refrigeration, air conditioning and HVAC systems and products.


The Customer Service Manager will manage the team which is responsible for order management and delivery of commercial and residential HVAC/R products to customers in the Texas Region. You will lead and manage the customer service operation to provide world-class pre-delivery and after-sale support to Carrier customers (including sales support, direct product ordering, availability/inventory management, pricing, product configuration, returns, product delivery, and customer service). This role requires inspirational leadership to motivate and integrate the order management personnel into a cohesive team operating with common goals.

Carrier has implemented call center technology linking all the order management personnel on the same customer service system. Experience with call center technology is preferred. You will use your analytical and process management skills to identify gaps in operating procedures, create standardized procedures and train your team to ensure compliance.

You will use your cross-functional leadership skills to collaborate with other functional teams (sales, inventory, warehouse, etc.) to identify issues affecting customer service and resolve them (lead times, inventory management, product delivery, etc.). You will offer your people management skills within your customer service team, setting performance standards and proactively managing the development of your team leaders and associates to ensure professional skills, motivation and customer service results. A hands on manager, creating a positive and productive team environment while driving for results, who is not afraid to be involved and jump in when required.



BS Degree required. MBA preferred.

The successful candidate will need to be a proven leader and an experienced manager who can inspire a multi-location team of people, a good process manager to analyze results and identify ways to improve processes and procedures, and an ability to work with diverse Carrier operating groups to ensure high quality service to customers.

- Minimum 5-8 years of progressive work experience in a managerial role for a call center or customer service environment.
- Preference given to customer service experience in a construction industry or related trade environment.
- Strong leadership skills combined with effective people management abilities.
- Effective verbal and written communication and interpersonal skills.
- Excellent analytical and process management skills.
- A strong problem solver with decision making abilities.
- Working knowledge of Microsoft Office, Word, Excel, and PowerPoint.



Carrier offers a professional working environment with an excellent compensation plan and benefits program. At Carrier, we reward your commitment with an attractive salary and a full roster of benefits including our Employee Scholar Program (100% tuition assistance and a $10,000 stock award for completion of an advanced degree). Visit our website at www.carrier.com

As a multicultural organization, we encourage individual achievement and recognize the strength of a diverse workforce. EEO M/F/H/V

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