Senior Engineer-Engineering Services
CarrierAbout the role
About Carrier
Carrier Global Corporation, 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 safe transport of food, lifesaving 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 on Carrier social media at @Carrier.
Position Summary
The Service Engineering Technical Support Specialist manages the resolution of complex service parts and product-related technical issues that cannot be answered through standard documentation or front-line support. Based 100% on-site in Syracuse, NY, this role serves as a premier Level II escalation authority for customer service, distribution, and commercial field teams. The specialist collaborates closely with suppliers, product engineering, and manufacturing to investigate technical problems, establish root causes, and validate solutions—ensuring that accurate technical data is reflected back into service catalogs and engineering data systems.
Key Responsibilities
Technical Support & Escalation Management: Serve as a Level II technical escalation point for parts-related and product support issues. Analyze customer cases involving part identification, applicability, configuration, and failures to determine accurate technical solutions under tight time constraints.
Root Cause Investigation & Troubleshooting: Diagnose issues using BOM structures, as-built data, drawings, and system tools. Identify and resolve discrepancies between design intent, catalog data, and physical field configurations to determine the root cause of incorrect BOM structures, missing data, or unclear documentation.
Supplier & Engineering Coordination: Engage suppliers directly to validate part details, functionality, or potential failure modes. Partner with Product Engineering and Manufacturing to resolve design or configuration questions and identify alternate parts, substitutions, or workarounds when standard support is unclear.
Data Quality & Continuous Improvement: Identify and document errors or gaps in service BOMs, catalogs (PIC/PIM), and supporting documentation. Communicate required corrections or improvements to catalog and engineering teams to support ongoing cleanup, improve data accuracy, and reduce future field escalations.
Level of Responsibility: Independently manage assigned technical cases and escalations from ingestion to full closure. Apply professional judgment to resolve complex field issues without defined solutions or standard processes, working cross-functionally across multiple functions to gather information and drive rapid resolution.
Minimum Requirements
Associate degree (AA/AS) with a minimum of 5 years of experience in HVAC, technical support, or a related industrial field; OR a Bachelor’s degree (BA/BS) with a minimum of 2 years of experience in HVAC, engineering, or a related technical discipline.
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