Service Agreement Program Manager

About Carrier:

Carrier, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier

About the role:

The Service Agreement Program Manager is responsible for developing, executing, and optimizing programs that increase service revenue/ sales orders, expand customer retention, and support operational efficiency. This role works cross-functionally with operations, sales, marketing, and finance to ensure scalable growth, strong customer experience, and profitable long-term service performance. Reporting to the North American Growth Leader, the Service Agreement Program Manager provides oversight and responsibility for management of NA Service Agreement portfolio existing and managed NA Service Agreement facilities as well as activities surrounding the pursuit. 

Key Responsibilities:

Program Development & Growth Execution: 

• Create and execute programs for service agreements, Service Offerings, and customer retention.
• Assess market trends and customers’ needs to find new service opportunities.
• Manage the launch of new offerings such as subscription plans and predictive maintenance.
• Enhance our program by integrating VOC and aligning with corporate strategy (e.g., digital tools, capital planning, and strategic renewals).

Sales Enablement & Program Adoption: 

• Build sales tools and materials (scripts, brochures, proposal templates).
• Track adoption rates and performance of service programs and adjust strategies as needed.
• Streamline and accelerate the sales process and ensure alignment between Sales and Field Service on agreements and scope.
• Support pricing models and work closely with finance on margin optimization.

Customer Experience & Retention:

• Optimize the complete customer journey for service clients, encompassing booking to post-service follow-up.
• Deploy retention strategies including automated reminders, loyalty programs, and satisfaction surveys.
• Assess service feedback and execute ongoing improvement initiatives.

Cross-Functional Leadership & Reporting:

• Lead cross-functional initiatives to enhance service growth, operational efficiency, and overall profitability.
• Prepare and deliver monthly and quarterly program performance reports. Clearly communicate program objectives and outcomes to executive leadership and key stakeholders.
• Design and implement comprehensive training programs for service teams to uphold consistent delivery standards and support ongoing skill development.
• Regularly monitor service KPIs and initiate corrective measures when targets are not achieved.
• Facilitate communication, insight and improvement suggestions/investments between the local markets and Executive Leadership.
• Promote a culture of accountability and innovation by actively soliciting feedback and facilitating idea exchange among service departments.

Required Qualifications:

• Bachelor’s degree
• 5 + years of experience in field services, and/or program management
• Willing to travel as required to support programs within the United States and Canada (25%-50%)

Preferred Qualifications:

• Outstanding interpersonal and communication abilities, including proficient writing, speaking, and presentation skills.
• HVAC experience
• Established management and leadership capabilities, encompassing staff training, team building, presenting, negotiating, branch administration, and collaboration with both customers and company executives.
• Experience in scaling service agreement programs or launching new service offerings.
• Background in process improvement (Lean, Six Sigma, etc.).
• Demonstrated expertise in program management, service operations oversight, and business development.
• Comprehensive knowledge of service workflows, dispatch procedures, and various service agreement models.
• Exceptional project management skills with a proven ability to coordinate projects involving multiple teams.