Field Support Specialist

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

The Field Support Specialist is responsible for the installation, preventative maintenance, troubleshooting and repair of Sensitech products and offerings. Provides quality service execution performance to meet or exceed customer commitments resulting in high level of customer satisfaction. Meets or exceeds tight project deadlines and metrics of customer-focused objectives.

Key Responsibilities

• Installing RF Hardware and Software at customer-sites

• Conducting RF Site Surveys as needed

• Customer on-site and remote troubleshooting

• Replicate field issues and collaborate with cross functional teams to communicate Functional Requirement Specifications and understand new features; issues, enhancements with new products releases

• Conducting daily checks of RF infrastructure health

• Provide input and feedback pertaining to customer requests and product enhancements as needed to the Support Services Team

• Effectively schedule calls to manage SLA requirements across assigned activities

• Ensure regular and effective communications with customers to ensure awareness of call acceptance, ETA, status and closure

• Communicate effectively with other virtual team members to ensure collaboration on solutions and swift resolution of problems

• Accurately diagnose, repair and maintain product(s) and accessories in peak operating condition with published electrical, mechanical and print quality specifications

• Ensure proper repair and maintenance procedures are performed on identified device(s) and appropriate service call procedures are completed prior to leaving customer site.

• Follow prescribed administration procedures to ensure proper collection and reported of required data, including, but not limited to; call acceptance, status updates, call closure and debrief, documentation in ERP and ticketing system

• Manage local part inventory and ensure accurate tracking of inventory levels and transactions

• Present a positive image through proper attire, communication skills and personal grooming

• Ensure all safety protocols are adhered to while onsite

• Requires travel (Up to 70%)

• Other tasks as assigned

Required Qualifications

• High School Diploma or GED

Preferred Qualifications

• A Bachelor’s Degree in Electronic/Electrical Engineering or Software/Computer Engineering preferred

• Proficient in Microsoft Windows Operating System

• Knowledge of Local and Wide Area networking concepts, configurations, systems and TCP/IP protocol, SMTP, POP3, firewall and network security required

• Experience in field service or customer support related role

• Knowledge of RF/Wi-Fi/Cellular technology is preferred

• Excellent communication skills, written and verbal

• Good analytical skills and attention to detail

• Sound administrative skills

• Excellent driving record and valid driver license

• Ability to properly lift 50 pounds or less frequently

• Ability to learn quickly and adapt to supporting new technology products

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