HVAC Applied Equipment Technical Support

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, lifesaving 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 center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier. The Technical Support Specialist II serves as a key escalation resource for complex service parts and product-related technical issues that cannot be resolved through standard documentation or front-line support. This role supports customer service, distribution, and commercial teams by investigating ambiguous or incomplete information, identifying root causes, validating part applicability, and facilitating resolution of field issues. The position regularly interfaces with suppliers, product engineering, manufacturing, and internal systems to ensure accurate technical solutions and continuous improvement of service parts data and documentation.

Technical Support & Escalation Management Serve as a Level II technical escalation point for parts-related and product support issues. Analyze customer cases involving part identification, applicability, configuration, and product failures. Investigate and resolve complex issues where information may be incomplete, conflicting, or difficult to interpret. Support the timely resolution of high-impact and time-sensitive customer escalations. Provide expert technical guidance to customer-facing teams and stakeholders. Root Cause Investigation & Troubleshooting Diagnose technical issues using Bills of Material (BOMs), as-built configurations, engineering drawings, and system tools. Identify discrepancies between design intent, catalog data, and field-installed product configurations. Determine root causes of part-related issues, including incorrect BOM structures, missing data, documentation gaps, or configuration errors. Develop and communicate clear, actionable recommendations for issue resolution. Support troubleshooting efforts related to installation, usage, upgrades, and service-related concerns. Supplier & Engineering Coordination Collaborate with suppliers to validate part details, functionality, specifications, and potential failure modes. Partner with Product Engineering and Manufacturing teams to resolve design, configuration, and technical support questions. Evaluate and identify alternate parts, substitutions, and workarounds when standard documentation does not provide sufficient guidance. Escalate systemic issues affecting multiple products, customers, or business processes. Coordinate cross-functional efforts to drive resolution of complex technical concerns. Data Quality & Continuous Improvement Identify and document errors, inconsistencies, or gaps within service BOMs, parts catalogs (PIC/PIM), and supporting documentation. Communicate required corrections and improvement opportunities to catalog management and engineering teams. Support ongoing data accuracy initiatives and service parts catalog maintenance activities. Analyze trends and recurring issues to recommend preventive actions and process improvements. Gather, summarize, and present technical findings and performance data to management and stakeholders.

Support & Knowledge Sharing Develop and maintain advanced technical expertise in commercial HVAC products and service offerings. Provide guidance and support to less experienced team members. Assist in customer training and technical education activities as needed. Recommend