What are the responsibilities and job description for the Technical Customer Support Manager - Refrigeration position at CCR (Carrier Commercial Refrigeration)?
Overview
We are seeking a Technical Support Manager who will lead customer-facing technical support operations for CCR. This role is responsible for delivering timely, accurate, and professional technical assistance to customers and field service partners while ensuring a high level of customer satisfaction. The manager oversees technical support staff, drives service excellence, and acts as a key liaison between customers, service operations, engineering, and product teams.
Responsibilities
Customer-Focused Technical Support
- Serve as the primary escalation point for customer technical issues related to refrigeration systems
- Ensure prompt, effective resolution of customer inquiries, complaints, and system performance concerns
- Maintain strong customer relationships by providing clear, professional, and solution-oriented communication
- Support customers during critical outages, startups, and system modifications
Technical Expertise & Escalation Management
- Provide advanced troubleshooting support for refrigeration systems, controls, and components
- Review field data, alarms, and service history to identify root causes
- Guide customers and technicians through complex diagnoses and corrective actions
- Stay current on refrigeration technology, controls, and regulatory changes
- Lead, coach, and develop a team of technical support specialists
Process & Continuous Improvement
- Develop and maintain customer-facing technical documentation, FAQs, and knowledge bases
- Analyze support trends to improve response quality and reduce repeat issues
- Recommend product, process, or training improvements based on customer feedback
- Collaborate with quality and engineering teams on corrective action initiatives
Cross-Functional Collaboration
- Act as the technical voice of the customer internally
- Coordinate with service operations, engineering, training, and sales
- Support new product rollouts with customer-facing training and support materials
- Assist sales and account teams with technical reviews and customer consultations when needed
Qualifications
- 6–8 years of experience supporting commercial
- 3 years in a customer-facing leadership or supervisory role
- Strong working knowledge of refrigeration systems, controls, and diagnostics
- Familiarity with natural refrigerants (CO₂, ammonia, propane)
- Experience supporting large customer accounts or enterprise service organizations is a plus