Technical Customer Service Operations Manager
Carrier Enterprise
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Charlotte, NC
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0
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Not Applicable
Posted March 29, 2026
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Responsibilities
Commitments
Responsibilities
- Lead both the front-line HVAC Technical Support team and the back-office Technical Operations team to drive best-in-class customer experience while delivering operational excellence in warranty processing, case management, and support workflows.
- Balance customer satisfaction, technical accuracy, and efficiency through process improvement, automation, and data-driven decision making.
- Manage and develop HVAC Technical Support Representatives through direct coaching on case management, CRM best practices, communication skills, and professional growth to ensure consistent, high-quality troubleshooting and customer engagement.
- Establish and enforce best practices for communication protocols, escalation procedures, and case ownership while tracking and improving response time, resolution time, and CSAT metrics.
- Oversee warranty claims, factory submissions, and documentation by enforcing compliance with warranty policies, factory requirements, and internal SOPs to ensure accurate case processing and timely resolution.
- Supervise case routing, data integrity, and SLA adherence in Salesforce or equivalent systems, and eliminate duplicate, incomplete, or mis-routed cases through disciplined processes and system optimization.
- Maintain and update SOPs for warranty processing, field reporting, and support workflows while serving as the primary liaison among Technical Support, Warranty, Factories, and internal teams.
- Define, track, and report key performance indicators including case volume, resolution time, SLA compliance, and warranty cycle time using real-time dashboards that provide visibility into team and operational performance.
- Identify bottlenecks and inefficiencies within support operations and lead continuous-improvement and transformation initiatives such as team restructuring, process standardization, and automation projects.
- Collaborate cross-functionally with Training, Sales, Warranty, Marketing, and Product teams to identify skill gaps, recurring technical problems, and strategic opportunities that enhance customer experience and operational scalability.
Commitments
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.
Full-time and part-time positions are available.
Not Met Priorities
What still needs stronger evidence
Requirements
- 5+ years of experience in customer support management or customer service operations.
- Proficiency with CRM and case management systems (Salesforce preferred) and the ability to use data analytics and KPI dashboards to drive performance and operational decisions.
- Strong knowledge of warranty processes, compliance requirements, and factory submission protocols with the ability to manage complex documentation and enforce SOPs across multiple teams and regions.
- Excellent communication and leadership skills with the ability to coach team members, manage escalations professionally, and collaborate effectively across departments to solve problems.
- Proven ability to drive process improvement and operational excellence through identifying inefficiencies, implementing solutions, managing change, and scaling operations to support business growth.
Preferred Skills
- HVAC technical support is a plus.
- Proficiency with CRM and case management systems (Salesforce preferred) and the ability to use data analytics and KPI dashboards to drive performance and operational decisions.
About Us
Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it.
Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. Our customers and our employees make the difference. We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. Those experiences only strengthen our teams and our business. From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. See where your drive will take you!
Find out more about CE at www.carrierenterprise.com .
Carrier Enterprise is an Equal Opportunity Employer. CE offers a competitive total pay (plus bonus on sales incentives) and benefits package inclusive of health, dental, vision, life insurance and 401(k).
HVAC Products | Carrier Enterprise
Carrier Enterprise Has an exciting opportunity for a Technical Support Customer Service & Operations Manager
Introduction
Carrier Enterprise, a leading national distributor of residential and light commercial HVAC products, is seeking a dynamic Branch Sales Associate. Join a team that excels in providing top-notch HVAC/R products, parts, and supplies through licensed HVAC/R dealers and contractors.
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
Lead both the front-line HVAC Technical Support team and the back-office Technical Operations team to drive best-in-class customer experience while delivering operational excellence in warranty processing, case management, and support workflows. Balance customer satisfaction, technical accuracy, and efficiency through process improvement, automation, and data-driven decision making.
Key Responsibilities
Manage and develop HVAC Technical Support Representatives through direct coaching on case management, CRM best practices, communication skills, and professional growth to ensure consistent, high-quality troubleshooting and customer engagement.
Establish and enforce best practices for communication protocols, escalation procedures, and case ownership while tracking and improving response time, resolution time, and CSAT metrics.
Oversee warranty claims, factory submissions, and documentation by enforcing compliance with warranty policies, factory requirements, and internal SOPs to ensure accurate case processing and timely resolution.
Supervise case routing, data integrity, and SLA adherence in Salesforce or equivalent systems, and eliminate duplicate, incomplete, or mis-routed cases through disciplined processes and system optimization.
Maintain and update SOPs for warranty processing, field reporting, and support workflows while serving as the primary liaison among Technical Support, Warranty, Factories, and internal teams.
Define, track, and report key performance indicators including case volume, resolution time, SLA compliance, and warranty cycle time using real-time dashboards that provide visibility into team and operational performance.
Identify bottlenecks and inefficiencies within support operations and lead continuous-improvement and transformation initiatives such as team restructuring, process standardization, and automation projects.
Collaborate cross-functionally with Training, Sales, Warranty, Marketing, and Product teams to identify skill gaps, recurring technical problems, and strategic opportunities that enhance customer experience and operational scalability.
Requirements
5+ years of experience in customer support management or customer service operations. HVAC technical support is a plus.
Proficiency with CRM and case management systems (Salesforce preferred) and the ability to use data analytics and KPI dashboards to drive performance and operational decisions.
Strong knowledge of warranty processes, compliance requirements, and factory submission protocols with the ability to manage complex documentation and enforce SOPs across multiple teams and regions.
Excellent communication and leadership skills with the ability to coach team members, manage escalations professionally, and collaborate effectively across departments to solve problems.
Proven ability to drive process improvement and operational excellence through identifying inefficiencies, implementing solutions, managing change, and scaling operations to support business growth.
Invitation To Apply
Full-time and part-time positions are available. To explore this exciting opportunity and other career opportunities at Carrier Enterprise, visit our careers page at www.carrierenterprise.com/careers. Learn more about our company and team.
Equal Opportunity Statement
Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence.
Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it.
Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. Our customers and our employees make the difference. We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. Those experiences only strengthen our teams and our business. From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. See where your drive will take you!
Find out more about CE at www.carrierenterprise.com .
Carrier Enterprise is an Equal Opportunity Employer. CE offers a competitive total pay (plus bonus on sales incentives) and benefits package inclusive of health, dental, vision, life insurance and 401(k).
HVAC Products | Carrier Enterprise
Carrier Enterprise Has an exciting opportunity for a Technical Support Customer Service & Operations Manager
Introduction
Carrier Enterprise, a leading national distributor of residential and light commercial HVAC products, is seeking a dynamic Branch Sales Associate. Join a team that excels in providing top-notch HVAC/R products, parts, and supplies through licensed HVAC/R dealers and contractors.
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
Lead both the front-line HVAC Technical Support team and the back-office Technical Operations team to drive best-in-class customer experience while delivering operational excellence in warranty processing, case management, and support workflows. Balance customer satisfaction, technical accuracy, and efficiency through process improvement, automation, and data-driven decision making.
Key Responsibilities
Manage and develop HVAC Technical Support Representatives through direct coaching on case management, CRM best practices, communication skills, and professional growth to ensure consistent, high-quality troubleshooting and customer engagement.
Establish and enforce best practices for communication protocols, escalation procedures, and case ownership while tracking and improving response time, resolution time, and CSAT metrics.
Oversee warranty claims, factory submissions, and documentation by enforcing compliance with warranty policies, factory requirements, and internal SOPs to ensure accurate case processing and timely resolution.
Supervise case routing, data integrity, and SLA adherence in Salesforce or equivalent systems, and eliminate duplicate, incomplete, or mis-routed cases through disciplined processes and system optimization.
Maintain and update SOPs for warranty processing, field reporting, and support workflows while serving as the primary liaison among Technical Support, Warranty, Factories, and internal teams.
Define, track, and report key performance indicators including case volume, resolution time, SLA compliance, and warranty cycle time using real-time dashboards that provide visibility into team and operational performance.
Identify bottlenecks and inefficiencies within support operations and lead continuous-improvement and transformation initiatives such as team restructuring, process standardization, and automation projects.
Collaborate cross-functionally with Training, Sales, Warranty, Marketing, and Product teams to identify skill gaps, recurring technical problems, and strategic opportunities that enhance customer experience and operational scalability.
Requirements
5+ years of experience in customer support management or customer service operations. HVAC technical support is a plus.
Proficiency with CRM and case management systems (Salesforce preferred) and the ability to use data analytics and KPI dashboards to drive performance and operational decisions.
Strong knowledge of warranty processes, compliance requirements, and factory submission protocols with the ability to manage complex documentation and enforce SOPs across multiple teams and regions.
Excellent communication and leadership skills with the ability to coach team members, manage escalations professionally, and collaborate effectively across departments to solve problems.
Proven ability to drive process improvement and operational excellence through identifying inefficiencies, implementing solutions, managing change, and scaling operations to support business growth.
Invitation To Apply
Full-time and part-time positions are available. To explore this exciting opportunity and other career opportunities at Carrier Enterprise, visit our careers page at www.carrierenterprise.com/careers. Learn more about our company and team.
Equal Opportunity Statement
Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence.