CUSTOMER ASSURANCE MANAGER

POSITION PURPOSE:   Oversee the Customer Assurance department and manage the technical advisors and warranty administration. KEY JOB REQUIREMENTS:    ·         Experienced in leading technical advisor teams, managing case volume, service queues, and workload distribution. Skilled in assessing team capabilities to assign work effectively, ensuring timely issue resolution while balancing daily operations, escalations, and mentoring. Maintains service levels, productivity, and consistent support quality across the team.·        Provides HVAC technical support by troubleshooting complex systems and guiding advisors and customers. Skilled in diagnosing mechanical, electrical, and control issues, resolving escalations, and recommending compliant solutions. Establish best-practice standards and translate technical expertise into training and process improvements. ·        Visiting job sites when a technical issue cannot be successfully handled with telephone support.·        Collaborate with the Director of Education to suggest training classes based on insights gathered from customers and technician interactions and feedback. ·        Investigate and analyze technical calls and failures to narrow down parts with frequent issues. Communicate frequently failing parts with purchasing team to ensure sufficient stock.·        To interface with Carrier TSMs and be the main point of contact on issues pertaining to Carrier equipment, including unit exchanges, recurring problems, and site visits when the operation and running of equipment needs extra attention.·        To attend any factory training pertaining to all Carrier equipment and warranty processing.·        Review Service Bench claims requiring DSM approval, open cases in Carrier Customer Gateway that require TSM approval and apply authorization to claims.QUALIFICATIONS: Education Level:·        Must have a high school diploma/ GED.·        A minimum of 10 plus years of equivalent field technician experience in Residential and Commercial equipment.·        A general knowledge of the personal computer with “Microsoft Office Applications or equivalents is required.WORK PROCESS AND ENVIRONMENT: This position requires a person who is self-motivated and who requires little direct supervision. This person should have good communication skills and telephone techniques. This position requires a person whose personality is of even temperament and allows them to communicate with customers having technical issues.   Company Benefits:·        BC/BS Medical & Dental·        VSP Guardian Vision·        Life Insurance (Company provided)·        Short Term Disability (Company provided)·        Guardian Optional Employee Paid Coverages·        401K with a match·        Paid Time Off The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be interpreted as a detailed list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.