Senior Associate, Prod&Tech Svc

Job title: Senior Associate, Prod&Tech Svc

Company: Carrier

Job description: Date Posted: 2021-11-04-07:00

Country: United States of America

Location: CAN05: CCS-Charlotte, NC 5900 Northwoods Business Pkwy, Charlotte, NC, 28269 USA

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Carrier is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls, and fire /security systems leading to safer, smarter, sustainable, and high-performance buildings.

We are looking for an experienced, motivated, and dynamic North America Business System Effectiveness Senior Associate to drive and support the transformation and growth of the Carrier HVAC Global Service & Aftermarket business.

The North America Business Systems Effectiveness Senior Associate mission will be to ensure the Service system is being built to support the company’s desired service operations processes, and the systems are being used as they are built. The Senior Associate for the Field Service organization will focus on Salesforce/ServiceMax platforms which support business processing for sales, field and service operations purchasing, logistics, and finance. The primary responsibility of the Senior Associate is to build effective governance to service operations system related change requests, team up with the DT team to deploy new systems/enhancements to achieve business objectives, enhance and maintain system adoption and reach for zero process deviations from system design within the business processes. The Senior Associate will collaborate and maintain a positive relationship between IT and business areas and ensure timely support of day-to-day business processing. The Senior Associate will also handle other responsibilities, including performing business process analysis and process monitoring. The Senior Associate must be effective in the ability to manage multiple projects and meet internal customers, project, and program deadlines.

The role will report to the Manager of NAFS Business Systems Effectiveness Manager, will be based in Charlotte, NC, and will require 10% travel.

The ideal candidate must be competent and able to plan and execute field efficiency and enablement initiatives across a diverse organization. He/She must be an excellent communicator who can discover the most efficient and effective ways to help build strong, customer-focused business solutions for the North America Service business.

The major tasks, duties, and responsibilities of the role include:

Implement successful adoption of SFDC/SMAX, including the deployment of future enhancements on schedule

Develop business requirement documents, change management efforts, and training aligned with future SFDC/SMAX projects and improvements for end-users (i.e., WalkME)

Own the Standard Work Instructions (SWIs) for all processes related to SFDC/SMAX and ensure that they are updated quarterly for compliance

Collaborate between digital technology team, S4 Lead, and the business to enhance SFDC/SMAX system solutions to solve business problems

Ensure a high level of customer satisfaction for field users (i.e., quick resolution of aged or urgent issues, escalations as needed).

Develop and implement SFDC/SVMAX reports/dashboards based on business requests

Perform other duties for business initiatives as assigned

Requirements – Skills, Abilities, and Knowledge:

Education and Training: Bachelor’s degree in business administration, information systems, change management, engineering, or in other similar fields with 3+ years experience working in a field-based technology/equipment industry preferably. MS/MBA degree is a plus.

High aptitude for understanding and learning new software packages, IT platforms and the ability to understand end-to-end business processes are essential.

Proven problem-solving Skills: a creative approach to problem resolutions to effectively address operational issues; excellent analytical and organizational skills

Strong communications and interpersonal Skills: excellent communication, both written and verbal, across a wide audience, including the ability to effectively communicate with technical and non-technical teams

Time management Skill: achieve operational objectives within the set deadline.

Strong computer and platform-based skills: knowledge of and proficiency in common office applications such as MS Office suite and experience with SalesForce.com, ServiceMax, SAP, and other business applications

EEO/AAP Statement

Carrier Corporation 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.

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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COVID-19 vaccines will be required for all newly hired Carrier U.S. Salaried employees.

Expected salary:

Location: Charlotte, NC

Job date: Thu, 18 Nov 2021 23:37:52 GMT

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