About Carrier
Carrier is a global leader in intelligent climate and energy solutions, committed to creating healthier, safer, and more sustainable environments. With a legacy of innovation and a world-class, diverse workforce, we continue to lead by keeping customers at the center of everything we do. Our performance-driven culture fuels long-term value creation through strategic investments and bold growth initiatives.
Role Overview
The Service & Aftermarket Field Operations Leader is responsible for driving operational excellence, standardizing processes, and ensuring rigorous execution of critical KPIs across the region. This role will lead forecasting, KPI performance management, problem solving campaigns, and cross-functional initiatives to optimize service operations and deliver sustained growth in aftermarket services.
Job Responsibilities
Operational Standardization
- Partner with field service teams to implement and drive standardization of processes and critical operational KPIs across all branches.
- Ensure KPIs are measurable and manageable at each branch.
KPI Ownership & Performance Management
- Own and manage Service KPIs, including:
- Install base visibility
- DLP conversion
- Pipeline growth
- Order conversion (SA/SR/SM/Parts)
- Technician field lead/convert/quote
- Utilization
- Renewal margin expansion
- Drive rigor on executing critical KPIs across AME.
- Others as required
Forecasting & Gap Analysis
- Develop and leverage forecasting models to improve accuracy and identify gaps 34 quarters ahead.
- Use predictive insights to proactively address potential issues before they escalate.
Cross-Functional Problem Solving
- Stand up, deep dive, and execute cross-functional campaigns to resolve problem areas.
- Collaborate with IT and other functional teams on process improvement, automation and simplification for service operations.
Required Skills & Competencies
- Strong leadership and ability to influence cross-functional teams.
- Expertise in service operations and aftermarket processes.
- Advanced analytical skills for KPI tracking and forecasting.
- Experience in process improvement methodologies (Lean, Six Sigma preferred).
- Excellent communication and stakeholder management skills.
Required Qualifications
- University Degree in business, Engineering, or related field and minimum 10 years prior relevant experience
- (OR)
- Advanced Degree in a related field and minimum 8 years experience.
- 6+ years in service operations leadership roles.
- Proven track record in driving operational standardization and KPI management.
- Deep management and leadership knowledge to lead cross-department project teams or manage across multiple related departments.
Performance Metrics
- Service revenue growth (SA, SR, Mods & Upgrades, Parts).
- Utilization rate and productivity.
- Forecast accuracy and proactive gap closure.
- Customer satisfaction and renewal margin expansion.
- Compliance with safety and operational standards.
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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