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 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.

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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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