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About the Role
Serve as a member of the Carrier Transicold Performance Parts call center, handling general phone queues, technical inquiries, and customer escalations. This role provides end-to-end customer support, technical assistance, and operational coordination for aftermarket parts across the North American dealer network and international partners. The position requires strong communication, problem-solving, systems proficiency, and the ability to manage competing priorities in a dynamic, global aftermarket environment.
Responsibilities
- Handle general phone queue, technical inquiries, and customer escalations.
- Provide end-to-end customer support for aftermarket parts.
- Offer technical inquiry assistance.
- Perform operational coordination for aftermarket parts.
- Support North American dealer network and international aftermarket partners.
- Resolve complex issues.
- Provide cross-functional operational support.
- Coordinate critical customer and business transactions.
- Act as a primary point of contact for dealers and international partners.
- Support Tier 1 technical escalations for truck and trailer refrigeration units.
- Research parts and equipment-related questions.
- Coordinate with technical experts and internal stakeholders to resolve issues.
- Maintain ownership of customer issues from initial contact through final resolution.
- Coordinate across Customer Service, Technical Support, Finance, Credit & Collections, Tax, Warehouse, Logistics, and other supporting functions.
Requirements
- High School Diploma / GED with 5+ years of customer service experience.
- Bachelors degree with 2+ years of customer service experience.
- Good communication skills, comfortable speaking with external customers.
- Proficient in Microsoft Excel.
- Familiarity with technical documentation, parts catalogs, diagnostic procedures, service manuals, or equipment troubleshooting.
- Experience with JD Edwards (JDE), Salesforce, or comparable ERP and CRM systems.
- Experience in aftermarket parts, order management, customer operations, supply chain, or dealer support.
- Experience supporting international customers or business partners.
Skills
- Technical aptitude
- Learning agility
- Structured troubleshooting
- Analytical thinking
- Customer focus
- Dealer relationship management
- End-to-end issue ownership
- Accountability
- Cross-functional collaboration
- Coordination
- Clear communication of technical information
- Research
- Documentation
- Follow-through
- Adaptability
- Continuous improvement
Experience Level
- 5+ years of customer service experience (with High School Diploma / GED)
- 2+ years of customer service experience (with Bachelors degree)
Education Level
- High School Diploma / GED
- Bachelors degree
Salary/Compensations
- $79,000.00 - $158,000.00 annually
Benefits
- Health Care Benefits: Medical, Dental, Vision; Wellness incentives
- Retirement Benefits
- Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
- Disability: Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
- Tuition Assistance
About the Company
- Carrier Global Corporation is a global leader in intelligent climate and energy solutions.
- The company is committed to creating innovations that bring comfort, safety, and sustainability to life.
- Carrier improves lives, empowers critical industries, and ensures the safe transport of goods through advancements in climate solutions.
- Carrier invented modern air conditioning in 1902 and leads with a purpose to enhance lives and the shared world.
- The company's success is driven by a world-class, inclusive workforce that prioritizes the customer.
Equal Opportunity
- Carrier is an Equal Opportunity Employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class.
- Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.
- 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 Carrier.Recruiting@carrier.com. We will make every effort to meet your needs in accordance with applicable laws.