Sensitech, a Carrier company, is a global leader in supply chain visibility solutions. We provide innovative monitoring and tracking technologies that help customers protect sensitive products and optimize their cold chain operations worldwide. Our commitment to quality, innovation, and customer satisfaction drives everything we do.
Summary
We are seeking an experienced Technical Support Coordinator to lead our Technical Support Services team. In this role, you will be responsible for managing a team of technical support professionals, ensuring the timely resolution of customer inquiries, driving service excellence, and collaborating with cross-functional teams to improve product quality and customer satisfaction.
The ideal candidate combines strong leadership skills with technical expertise and a customer-first mindset. You will play a key role in supporting global service initiatives, managing escalations, analyzing field failures, and continuously improving support processes.
Key Responsibilities
- Lead and develop a team of Technical Support professionals through coaching, performance management, training, and succession planning.
- Ensure timely and effective resolution of customer inquiries, technical issues, and escalations while maintaining high levels of customer satisfaction.
- Provide daily direction to the support team and support global service initiatives to meet departmental goals and service level agreements (SLAs).
- Act as the primary liaison between customers and internal teams including Quality, Engineering, Product Management, and Operations.
- Analyze field failures, customer complaints, and service data to identify trends and drive continuous improvement initiatives.
- Develop and maintain troubleshooting documentation, support procedures, service metrics, and performance reporting.
- Support new product introductions and ensure compliance with company quality standards, ISO requirements, and established processes.
Required Qualifications
- Proven experience leading or supervising a technical support, customer service, or service operations team.
- Minimum 5 years of experience in a customer-facing technical support environment.
- Strong leadership, communication, coaching, and stakeholder management skills.
- Demonstrated analytical and problem-solving abilities with a focus on continuous improvement.
- Experience working with ERP, CRM, and business reporting systems, with strong proficiency in Microsoft Office applications.
- Knowledge of software applications, hosted solutions, and technical troubleshooting methodologies; bilingual communication skills are an advantage.
What We Offer
- Opportunity to lead a high-performing technical support team within a global technology organization.
- Collaborative and innovative work environment.
- Professional development and career growth opportunities.
- Competitive compensation and benefits package.
- The chance to contribute to products and services that support critical global supply chains.
Carrier is an Equal Opportunity 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.
Pay Range:
€33,696.00 - €69,500.00Skills Required
- Proven experience leading or supervising a technical support, customer service, or service operations team.
- Minimum 5 years of experience in a customer-facing technical support environment.
- Strong leadership, communication, coaching, and stakeholder management skills.
- Demonstrated analytical and problem-solving abilities with a focus on continuous improvement.
- Experience working with ERP, CRM, and business reporting systems, with strong proficiency in Microsoft Office applications.
- Knowledge of software applications, hosted solutions, and technical troubleshooting methodologies.
- Bilingual communication skills.
Carrier Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Carrier and has not been reviewed or approved by Carrier.
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Leave & Time Off Breadth — Paid time off is described as generous with the option to purchase additional days, and policies scale with tenure. This breadth helps offset base-pay concerns for some roles.
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Parental & Family Support — Paid parental leave covers birth, adoption, and bonding with structured programs for primary caregivers. Coverage spans various family situations, enhancing overall support.
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Retirement Support — Retirement offerings include a 401(k) with a Lifetime Income Strategy focused on converting savings to income. This structure emphasizes long-term financial planning.
Carrier Insights
What We Do
As the leading global provider of healthy, safe and sustainable building and cold chain solutions, Carrier Global Corporation is committed to making the world safer, sustainable and more comfortable for generations to come. From the beginning, we’ve led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit www.Corporate.Carrier.com.
