Engineering Technical Support Lead – Open Position

Carrier is the global leader in intelligent climate and energy solutions. 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.
 

Goals of this position:

This position has three primary objectives: provide an escalated layer of in-field and over the phone technical support on HVAC and Hydronic products for field technicians employed by Carrier and associated brands; create source training materials for training the trainer and maintain accurate source materials to be used and deployed by the North American Academy team; provide product reviews and functional assessments during the development process in support of achieving customer centric user interfaces and product features.
 

Responsibilities:

• Contribute towards the Carrier North Star: ensure specifications and technical documents reflect Carrier’s commitment: “to be the global leader in intelligent climate and energy solutions.”
  
• Champion the Carrier Way: consistently display a strong work ethic and great attitude, contribute a strong sense of team responsibility, beginning with senior reports and down channel across the entire team.
  
  60% of Scope of Work
• Provide advanced in-field service and troubleshooting for Carrier and associated brands across residential and commercial boilers, solar thermal systems, burners, controls, components, indirect fired water heaters, air-handling units, heat pumps, and DHW heating devices.
• Provide accurate reports to the Sr. Engineering manager for site visits and ongoing quality investigations.
• Investigate escalated system failures/malfunctions to determine if the reported issues are due to a manufacturer's defect or a field / installation issue.
• Use all available systems & technology for troubleshooting and resolving field issues.
• Coordinate with Technical Service managers and RGA managers to resolve escalated issues with parts or returns as needed.
• Lead investigations into escalated technical projects and provide timely solutions while maintaining excellent communication across affected stakeholders.
• Perform mechanical failure analysis on returned products flagged by technical service and return teams.
• Create engineering change requests and submit to Sr. Engineering manager for consideration.
• Create quality defect tickets as applicable and submit to Quality Manager.
• The ability to travel within North America up to 30% of the time to quickly respond to escalated service requests. Travel will be used as a last resort and every effort will be made to keep trips under 3 days when needed.
• Ability to travel to manufacturing sites globally once per year for onsite controls and product training.
  
  30% of Scope of Work
• Assist in the delivery of Academy training seminars, webinars, hands-on product training, short technical videos, and workshops as required.
• Develop library of source materials for training presentations on new and existing products.
• Conduct engaging, informative, hands-on training classes in classrooms, virtually, and in a live training lab for trainers, management, and technical service staff.
• Continuously work to ensure library of source materials are continuously improved and updated to maintain accuracy and usefulness.
• Continuously review all applicable product information to develop your knowledge and skills with the intention of being a foremost expert to the experts across North America.
  
  10% of Scope of Work
• Support product management team with functional assessments; Initial quality assessments; and general product usability feedback during various stages of product development.
• Support engineering team with documentation reviews and provide feedback to technical writers.
• Deliver assessments in writing.

Prerequisites for Position

Education and experience:

• Valid A, G1 (Preferred) or B, G2 (Gas Technician Certification).
• Valid 313A (Refrigeration & Air Condition Mechanic Certification).
• HVAC experience including burners, hydronic heating systems and air conditioning.
• Building Management Systems (BAS), controls and automation systems experience.
• Strong electrical background in troubleshooting, electrical schematics, and electrical diagnostic tools.
• A minimum 10 years of experience within the HVAC sector service industry.
• A minimum of 5 years experience building training materials and educating technical experts on advanced topics.
• OBT1 or OBT2 (Oil Burner Technician Certificate) would be an asset.

Skills and competencies:

• Strong written and verbal communication skills, along with the ability to work and promote teamwork. 
• Competent computer skills, strong working knowledge of Microsoft PowerPoint, Office applications and/or Google applications.
• Accurately document and provide written reports of all technical calls and site visits.
• Analytical thinking, inspection, and diagnostic focused problem-solving skills.
• Demonstrate excellent customer service skills, with the ability to communicate effectively with customers and team-members in a professional manner.
• Able to work independently, personable, and enjoys interacting with people.
• Possess good presentation skills and be comfortable speaking in front of audiences in an interactive environment.
• Must possess a valid passport and the ability to travel internationally. Additional hours may be required when traveling.
• A valid driver's license and a clean driving record are required.

All interested candidates can apply and send their resume in confidence to Human Resources at Viessmann, at ZsnS@viessmann.com.