Master Tech Customer Service

About This Role

Serve as a member of the Carrier Transicold Performance Parts call center with general phone queue, technical inquiries, and customer escalation responsibilities.

This position is a key member of the Carrier Transicold Global Aftermarket Customer Operations team, providing end-to-end customer support, technical inquiry assistance, and operational coordination for aftermarket parts across the North American dealer network and international aftermarket partners in Europe, Australia, Brazil, Mexico, and Singapore.

This role extends beyond traditional customer service and call center responsibilities to include technical support for dealer inquiries, complex issue resolution, cross-functional operational support, and coordination of critical customer and business transactions.

The position serves as a primary point of contact for dealers and international partners, supporting Tier 1 technical escalations related to truck and trailer refrigeration units, researching parts and equipment-related questions, and coordinating with technical experts and other internal stakeholders to resolve issues.

The ideal candidate brings a foundation of technical knowledge or experience, strong analytical and troubleshooting skills, and the ability to learn and develop expertise in transport refrigeration systems. Direct experience in the transport refrigeration industry is beneficial but not required. The ability to understand technical information, ask effective diagnostic questions, research solutions, and communicate technical findings clearly to dealers is essential.

The Master Tech Customer Service maintains ownership of customer issues from initial contact through final resolution, coordinating across Customer Service, Technical Support, Finance, Credit & Collections, Tax, Warehouse, Logistics, and other supporting functions as needed. The role requires strong communication, problem-solving, systems proficiency, and the ability to manage competing priorities in a dynamic, global aftermarket environment.

Key Responsibilities and Competencies

• Technical aptitude and learning agility
• Structured troubleshooting and analytical thinking
• Customer focus and dealer relationship management
• End-to-end issue ownership and accountability
• Cross-functional collaboration and coordination
• Clear communication of technical information
• Research, documentation, and follow-through
• Adaptability and continuous improvement

Required Qualifications

• High School Diploma / GED with 5+ years of customer service experience

Or

• Bachelors degree with 2+ years of customer service experience

Preferred Qualifications

• Good communication skills, comfortable speaking with external customers
• Proficient in Microsoft Excel
• Familiarity with technical documentation, parts catalogs, diagnostic procedures, service manuals, or equipment troubleshooting
• Experience with JD Edwards (JDE), Salesforce, or comparable ERP and CRM systems
• Experience in aftermarket parts, order management, customer operations, supply chain, or dealer support
• Experience supporting international customers or business partners