Customer Voice Support Lead

Role: Customer Voice Support Lead

Location: Bangalore

Full/ Part-time: Full time

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the centre of everything we do. For more information, visit corporate.carrier.com (opens in new window) or follow Carrier on social media at @Carrier.

About The Role

Manage a team of Voice & Non-Voice support Associate Engineers. Established professional in Product and Technical Support. Responds to customer calls, provides training to customers, and performs data analysis. Adjusts work procedures to ensure high levels of performance.

Job Responsibilities

• Manage a team of 15-20 Associate Engineers
• Gather insights and analyze through AI driven tools
• Provide technical solutions to controller, electrical & BMS related issues
• Managing day to day operation to ensure project defined SLAs & KPIs are met
• Ability to track and diagnose SLA breach and implementing action plan
• Delegate tasks and set project deadlines
• Preparing reports on various metrics adhering to timeline with integrity
• Do regular performance evaluation of team
• Create a healthy and motivating work environment and atmosphere
• Listen to team members feedback and resolve any issues or conflicts
• Coordinate with cross functional teams to introduce best practices and learnings
• Introduce preventive actions to avoid escalation
• Perform data analysis to introduce actionable process improvement tasks
• Ensure adequate headcount is available to meet daily deliverables and SLA
• Leave tracking and updating for self and team in leave Portal
• Providing regular Process and Technical trainings
• Identification and coaching of individuals to enhance knowledge and quality of service
• Derive Process improvement and optimizing existing process
• Perform detailed analysis on escalations and to take preventive actions
  
  

Requirements

• 4 – 6 years experience as Team Lead.
• B.E/B.Tech in Mechanical, Electrical or similar background.
• Knowledge of electrical and mechanical fundamentals related to HVAC and building automation.
• Strong verbal and written communication skills.
  
  

Benefits

We offer a competitive total rewards package that may include other benefits and well‑being programs. Offerings vary by role and location and are designed to support employees health, security, and success.

Equal Treatment and Non-Discrimination

Carrier is committed to equal treatment and non-discrimination principles. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability, or any other applicable protected class.

Job Applicant Privacy Notice

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Use of AI in Recruitment

Technology enabled tools may support parts of the recruitment process, with oversight by people.

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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