Carrier Hiring for Master Tech, Product & Technical Service at Bradenton, Florida Full Time

Date Posted:

2023-04-05

Country:

United States of America

Location:

CABRA: Bradenton Florida 8985 Town Center Parkway, Bradenton, FL, 34202 USA

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.

Scope: As a Hybrid Technical Support Specialist / Applications Engineer at Edwards, you will be responsible for all aspects of providing technical support to Edwards™ customers. Candidate will spend 60% of their time providing Technical Support, 40% of their time with Applications Engineering or Field Service.

Our Vision:

• Creating solutions that matter for people and our planet.

Our Values:

• Respect

• Integrity

• Inclusion

• Innovation

• Excellence

Our Culture:

• Passion for Customers

• Play to Win

• Choose Speed

• Achieve Results

• Dare to Disrupt

• Build Best Teams

ESSENTIAL FUNCTIONS:

• Participate in an “On Call” rotation. (after onboarding process has been completed)

• Participate in a “Late Shift” rotation. (9A-6P EST Mon-Thu.) to support West Coast customers. (8A-5P EST Fri)

• Provide technical support via telephone, email, or other IT based tools.

• Follow predefined procedures to identify, evaluate, solve, and escalate product related issues.

• Help to reduce technical field installation time and application errors.

• Ensure accuracy of technical information provided to customers.

• Provide timely solutions of technical field problems requiring attention to detail.

• Answer incoming phone calls regarding issues for Fire Alarm and Detection products. (Approx. 15-20 calls/day)

• Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes.

• Assist in generating articles for Field Connections and Kidde Insight quarterly newsletters.

• Responds to basic customer inquiries related to installation, modification, upgrade, maintenance and repair of the company products or equipment purchased.

• Escalate product related issues to the Quality team through our tracking tool.

• Completes product e learning courses for supported products.

• Attend any relevant instructor led training for supported products.

• Mentor Technical Support Representatives (TSR) as well as other Technical Support agents contributing to the overall growth of the TS Team.

• May be the Tech Support Product Lead for New Product Development or Sustaining Engineering projects. The Product Lead will interface with the Engineering team providing feedback on Quality issues, product development or enhancements.

• Working with our sales team and our customers on their needs to determine the best solutions and create bill of materials, system configuration and programming concepts for life safety and other projects.

• Assisting with projects throughout the specifications, design, layout, and management of installations to meet end-user specifications and requirements either remotely or at the project site.

• May assist in the development of training modules for the Technical Support team.

• May lead training sessions designed to promote growth among TS Agents.

• Provide evaluation of existing system to determine functionality and upgrade paths

• Provide project management service during installations, renovations, and upgrades.

• Documenting and diagraming technical details, report summaries and other business correspondence.

Required Qualifications:

• HS Diploma or GED

• NICET Level III Certified

• 5+ years of experience in design, service, and project management with focus on technical aspects of the life safety industry including fire alarm systems, air sampling systems and smoke control systems. Other low voltage system experience may be suitable, depending on the evaluation of skills.

• 5+ years of experience working with commercial fire alarm control panels and detection products.

• Ability to travel 30% annually

Preferred Qualifications:

• AS or BS Degree

• Strong Interpersonal skills.

• NICET Level IV

• Proficient in the use of a Digital Muliti-Meter (DMM).

• . Experience specifically in the following Edwards Products:

• Fireworks Graphical Incident Management Integration Command/Control System (stand-alone and Network versions)

• MN-COM1S RS232 to Ethernet Interface Module

• Mass Notification

• EST-3

• Experience with Legacy Edwards ™ products, MN-FNS Series Ethernet Switches, Vesda Air Aspirating products are a plus but not required.)

• Able to work in a team environment.

• Understanding of Ohms Law.

• Strong deductive reasoning skills.

• Proactive thinker/ self-starter.

• Strong Customer Service skills.

• Understand basic IT networking concepts.

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RSRCAR

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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