Customer Service Technician/receptionist
UTC Carrier (Wichita Western, Kansas)

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Carrier Corporation, a subsidiary of United Technologies Corporation (NYSE:UTX), is the world's largest solutions provider of air conditioning, heating and refrigeration equipment for commercial, residential and transportation applications. A global organization, we have 43,000 employees worldwide and annual revenues in excess of $10.6 billion.

We have a world wide network of independent distributors and dealers, who sell, install and service Carrier products in more than 172 countries on six continents. Our products are globally designed and engineered and manufactured in 85 facilities around the world.

We are at the very forefront of the industry, developing exciting new products that make use of advances in computer and Internet technology, developing ever more environmentally safe refrigerants and dramatically reducing the power requirements of our products. Willis Carrier invented modern air conditioning over a hundred years ago. Today Carrier Corporation leads the world in the manufacture and sale of heating, ventilating, refrigeration, air conditioning and HVAC systems and products.

The primary role of the Customer Support Specialist (CSS) in the Sales Department is to manage calls/requests requiring technical expertise in the installation, operation or maintenance of ICS equipment. The CSS is responsible for issuing work orders to service providers, company personnel and/or manufacturing facilities in a timely manner to resolve sales, installation and warranty needs. The CSS is also required to enforce ICS product warranty policies with our customers and resolve/manage warranty issues.

(a2     High School Diploma or equivalent required
(a2     Associate (`9s Degree preferred
(a2     Training as defined by departmental matrix, if applicable


(a2     Develop and maintain positive relationships with ICS customers and service agents to ensure loyalty and satisfaction
(a2     Act on behalf of ICS in all dealings with the customer
(a2     Return all calls and emails from our customers within 8 hours of message receipt
(a2     Accurately document and process warranty claims through the issuance of work orders
(a2     Follow up with customers as needed to ensure resolution of warranty claim
(a2     Enter notes in the AS400 system to provide a means of recording and tracking historical data on equipment
(a2     Record DOA and FFR data and identify trends in these areas
(a2     Document damage to equipment during delivery/installation process (file damage claims with shippers)
(a2     Maintain strong product knowledge in refrigeration systems and construction of product
(a2     Understand the needs of the customer through effective communication with the customer or service agent
(a2     Communicate clearly with customers via fax, phone, email or in person
(a2     Establish a working relationship with other departments (i.e. Transportation, Operations, Finance, etc.)
(a2     Monitor, understand and control warranty costs on a regular basis
(a2     Track and report repetitive service problems to supervisor to minimize DOA product
(a2     Demonstrated ability to work along with the Sales Team Leader
(a2     Assist in the development and implementation of an overall sales strategy for various accounts
(a2     Working knowledge of AutoCAD for completion of accurate drawings as needed
(a2     Ability to handle a high volume of incoming and outgoing phone calls daily
(a2     Comply with all EH&S policies
(a2     Active involvement in the ACE program
(a2     Any other duties assigned by the Sales Team Leader or immediate supervisor

(a2     Must meet minimum requirements set by ICS, Andover Facility
(a2     Ability to understand necessary safety procedures and precautions
(a2     Ability to work overtime
(a2     Mental and emotional endurance for repetitive performance of essential functions
(a2     Working knowledge of AS400 System required
(a2     Thoroughly understand the needs of the customer
(a2     Working knowledge of refrigeration systems as needed
(a2     Ability to work with on-site service providers to provide proper diagnostics and repair support
(a2     Apply appropriate code compliances when applicable
(a2     Demonstrate ability to grasp technical and construction details
(a2     Must maintain a positive attitude with the customer
(a2     Must be able to work and actively contribute in a team oriented environment
(a2     Demonstrate strong organizational and time management skills
(a2     Must be able to efficiently manage time spent on the phone on a regular basis
(a2     Working knowledge of various computer programs such as ACT, MS Word, MS Excel and AS400


United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer.

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