Field Support Specialist

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About This Role

As a Field Support Specialist, you will be a critical part of our team and gain extensive exposure to the inner workings of both internal and external customer service. You will work in partnership with our field-based teams to ensure timely and accurate facilitation of all processes to meet customers’ needs.

Key Responsibilities:

• Warranty (Registration & Claiming) – Registering newly installed Carrier equipment and processing warranty repair claims for labor reimbursement
• Processing:
  • Parts orders – Procuring replacement OEM parts for repair jobs on behalf of local service offices
  • Purchase Order requests – Processing purchase orders to facilitate payments to vendors/suppliers
  • Invoices and web uploads – Generating invoices for customers and/or facilitating invoice uploads to various customers’ web portals to ensure payment for services performed
• North America Field Service Headquarters support
• Equipment Startup Booking – Initializing service cases (SalesForce) for new equipment startup jobs
• Invoice Delivery and Billing Support – Updating customer record (S4-Hana) to facilitate routing of invoices
• Labor & Material cost transfers – Executing cost transfers (labor and material) between jobs to ensure accurate reconciliation of accounting transactions
• Customer Master pricing updates – Updating customers’ master pricing data (S4-Hana) for various services and product lines
• Service Contract admin support

Required Qualifications:

• High School diploma or GED
• Must have a valid Driver’s License
• 1+ years of experience in the customer service field supporting the service industry.
• 1+ years of experience utilizing Microsoft Office

Preferred Qualifications:

• Knowledge/understanding of SalesForce.com
• Knowledge/understanding of SAP S4-Hana
• Strong attention to detail and organizational skills
• Strong verbal and written communication skills
• Ability to interact effectively with colleagues and customers at all organizational levels
• Ability to work without close supervision
• Excellent time management skills
• Able to multitask or manage multiple competing priorities successfully
• Ability to follow and execute processes based on Standard Work Instructions

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