Partners with the Service Account Manager to prepare execution plans for scheduled service visits. Manages service team scheduling to ensure maximum efficiency in execution and customer expectations.
Engage with the service specialists to actively schedule unplanned work to meet client needs.
Answers customer calls. Resolves or escalates issues to appropriate party.
Open work orders/triage client calls upon a request for service.
Ensures specialists are provided with weekly schedules that maximize productivity and utilization opportunities.
Proactively ensure weekly schedule is communicated to customer contacts. Adjust accordingly and communicate with the internal team.
Assign and dispatch specialist(s) to scheduled and unplanned service using service technology platform.
Coordinate assurance plan completeness, closure and reporting from service team to SAM.
Ensure and perform timely completion and billing of out of scope service requests (T&M and repairs). Meet established invoicing KPI’s and aging unbilled targets.
Proactively call clients upon close of service out of scope call. Ensure closure, check satisfaction, notify of pending invoice and gather purchase order if not already in hand.
Champions the renewal process at 120 days prior to expiration. Engage SAM and others on the account team as required to ensure on time renewal of existing base.
Prepare and complete agreement or renewal booking.
Remotely support the service specialist team in quoting, approval and scheduling the execution of field service work.
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce. From the beginning, we’ve led in inventing new technologies and entirely new industries. Today, we continue to lead because we keep customers at the center of every product and service we offer and we act quickly to exceed their expectations. Through our performance-driven culture, we are driving shareowner value by growing sales and investing strategically to strengthen our position in the markets we serve.