Country:

United States of America

Location:

CAF77: CCS - CIB 13995 Pasteur Blvd , Palm Beach Gardens, FL, 33418 USA

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

The Director of Aftermarket and Services Strategy, Residential Solutions is a critical role responsible for overseeing and enhancing the post-sale revenue opportunities within Carrier's residential solutions division across North America. This individual will drive strategies to optimize customer satisfaction, revenue growth, and operational efficiency in aftermarket service and support for residential HVAC systems.

Preferred location Palm Beach Gardens, Florida, or Carrier hub locations. Remote opportunity will be considered.

Key Responsibilities

Strategic Leadership:

• Develop and execute a comprehensive aftermarket strategy aligned with the overall business objectives of Carrier's residential solutions division. This includes defining short-term and long-term goals, identifying growth opportunities, and implementing initiatives to enhance aftermarket service offerings.

Residential Aftermarket Revenue Growth:

• Track and drive revenue growth in the aftermarket segment through the development and execution of sales and marketing strategies. Identify opportunities to upsell aftermarket services, maintenance plans, and upgrades to existing customers while also targeting new customer segments. In addition, target new strategies that further strengthen the companies ability to capture system replacements.

New Product Introduction (NPI) Steering Governance Committees:

• Serve as the aftermarket champion on NPI steering governance committees responsible for evaluating and launching new product launches within the NARS division. Provide aftermarket insights and considerations to ensure that new products are designed, developed, and launched with aftermarket serviceability, support, and profitability in mind.

• Collaborate with product development, engineering, and marketing teams to incorporate aftermarket requirements into NPI processes and drive cross-functional alignment on aftermarket-related decisions.

Customer Experience Enhancement:

• Partner with the North American Residential Solutions (NARS) customer service team and champion a customer-centric approach to aftermarket service delivery. Help implement initiatives to enhance the customer experience, streamline service processes, and resolve customer issues promptly and effectively. Monitor customer feedback and implement improvements based on insights gathered.

Collaboration:

• Foster collaboration and alignment with cross-functional teams, including replacement components division, sales, marketing, product development, and engineering. Work closely with internal stakeholders to ensure alignment of aftermarket strategies with overall business objectives and to leverage synergies across different functions.

Market Analysis:

• Stay abreast of market trends, competitive dynamics, and customer needs in the residential HVAC aftermarket segment. Conduct market analysis, gather competitive intelligence, and identify emerging opportunities and threats to inform strategic decision-making.

Required Qualifications

• Bachelor’s degree

• 10 + years combined work experience in strategy, sales, product management, marketing, Aftermarket and/or HVAC

• Ability to travel up to 50% of the time, both domestically and internationally.

Preferred Qualifications

• MBA

• Experience working in relevant industries, either directly or indirectly (including 2-step distribution and services)

• Exposure to key Aftermarket parts and services concepts

• Proven track record of leading and growing a successful aftermarket business, achieving sales and profitability goals, and delivering customer satisfaction

• Strong leadership, communication, and interpersonal skills, with the ability to inspire and influence others

• Excellent analytical, problem-solving, and decision-making skills, with the ability to adapt to changing market conditions and customer needs.

• Proficient in Microsoft Office, CRM, and ERP systems.

• Strategic thinker with the ability to develop and execute long-term plans while also managing day-to-day operations effectively

• Comfort working as an individual contributor – this role does not have direct reports

#LI-Onsite and #LI-Remote

RSRCAR

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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