Sr Assoc, Prod&Tech Support

Assistant manager-HVAC Sales Location:  Mumbai                           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.

Manage and drive end-to-end service operations for retail customers across West and South regions. Lead and support service franchisees, customer counters and end customers to ensure timely and quality service delivery. Develop and strengthen the service franchisee network across India II to improve service reach and customer experience. Act as a key coordination point between customers, franchisees and internal stakeholders to ensure effective resolution of technical and service-related issues. Support customer retention and business growth through strong service engagement and identification of service opportunities.

Responsibilities Handle retail customers end-to-end , from complaint registration to resolution and closure. Coordinate effectively between end customers, retail counters, service franchisees and logistics teams . Track critical and recurring customer issues and ensure timely closure through structured follow-up. Coordinate with key internal stakeholders including Sales Engineering, Factory, Quality, Logistics and Service teams for issue resolution. Provide technical guidance and support for HVAC field-related issues , including troubleshooting and corrective actions. Monitor service performance, response time, pending cases and customer commitments. Ensure proper documentation of complaints, technical findings, corrective actions and closure reports. Identify recurring technical issues and coordinate with Quality/Factory teams for RCA and permanent corrective actions . Develop, onboard and strengthen service franchisees across India II. Guide franchisees on service standards, technical practices, customer handling and company processes. Support retail counters and channel partners in improving customer service experience. Review customer feedback and proactively address escalations to maintain strong customer relationships. Identify opportunities for service contracts, repairs, replacement, retrofit and modernization and coordinate with the relevant teams. Ensure adherence to company service processes, safety standards and customer commitments .

Education Minimum Diploma in Mechanical, Electrical or Production Engineering . Diploma in Refrigeration & Air Conditioning / HVAC will be preferred.

Relevant experience in handling HVAC technical field issues and customer service operations . Experience in retail HVAC / air-conditioning service will be preferred. Experience in managing large or key customer accounts and multiple stakeholders. Experience in managing or developing service franchisees / channel partners will be an added advantage. Key Competencies Strong HVAC technical troubleshooting and problem-solving capability. Excellent verbal and written communication skills . Strong customer relationship and stakeholder management skills. Ability to manage multiple customer issues and priorities simultaneously . Strong coordination and follow-up skills. Ability to handle escalations and difficult customer situations professionally. Good commercial