Carrier Commercial Refrigeration

Technical Support Manager

Carrier Commercial Refrigeration

full-time

Posted on:

Location Type: Office

Location: Charlotte • North Carolina • United States

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About the role

  • Serve as the primary escalation point for customer technical issues related to refrigeration systems
  • Ensure prompt, effective resolution of customer inquiries, complaints, and system performance concerns
  • Maintain strong customer relationships by providing clear, professional, and solution-oriented communication
  • Provide advanced troubleshooting support for refrigeration systems, controls, and components
  • Review field data, alarms, and service history to identify root causes
  • Guide customers and technicians through complex diagnoses and corrective actions
  • Stay current on refrigeration technology, controls, and regulatory changes
  • Lead, coach, and develop a team of technical support specialists
  • Develop and maintain customer-facing technical documentation, FAQs, and knowledge bases
  • Analyze support trends to improve response quality and reduce repeat issues
  • Recommend product, process, or training improvements based on customer feedback
  • Collaborate with quality and engineering teams on corrective action initiatives
  • Act as the technical voice of the customer internally
  • Coordinate with service operations, engineering, training, and sales
  • Support new product rollouts with customer-facing training and support materials
  • Assist sales and account teams with technical reviews and customer consultations when needed

Requirements

  • 6–8+ years of experience supporting commercial
  • 3+ years in a customer-facing leadership or supervisory role
  • Strong working knowledge of refrigeration systems, controls, and diagnostics
  • Familiarity with natural refrigerants (CO₂, ammonia, propane)
  • Experience supporting large customer accounts or enterprise service organizations is a plus
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
refrigeration systemscontrolsdiagnosticstroubleshootingtechnical documentationdata analysiscustomer supportprocess improvementtraining developmentroot cause analysis
Soft Skills
communicationcustomer relationship managementleadershipcoachingproblem-solvingcollaborationsolution-orientedteam developmentanalytical thinkingcustomer advocacy