Country: United Arab Emirates Location: UTS Carrier - Abu Dhabi office Title: Warranty Coordinator Location: Abu Dhabi, UAE Full/Part time: Full time Build a career with confidence At Carrier, you\xe2\x80\x99re joining the world leader in healthy, safe, sustainable and intelligent building and cold chain solutions. We create solutions that matter for people and our planet \xe2\x80\x93 and our employees are the heart of it all. We are a company of innovators and problem-solvers who are united by The Carrier Way \xe2\x80\x93 our vision, values and culture. Carrier\xe2\x80\x99s greatest assets are the expertise, creativity and passion of our employees \xe2\x80\x93 and we\xe2\x80\x99re excited for you to join the team. About the role
This position is for a senior Product and Technical Service technician who is under general supervision. Assists with conducting technical training and product briefing with customers, vendors and company representatives. Relies on limited experience and judgment to plan and accomplish tasks. May assist in orienting, training, and assigning the work of technical/business support employees. Responsibilities

• Working under general supervision to provide product and technical support.
• Responding to basic customer inquiries related to installation, modification, upgrade, maintenance and repair of the company products or equipment purchased.
• Assisting with conducting technical training and product briefing with customers, vendors and company representatives.
• Assisting with drafting technical documentation to improve the level of on-site maintenance and timely processing of product fault.
• Coordinating technical service activities between customers, customer service representatives, sales representatives and field staff.
• Ensuring responding to all messages (internal & external) promptly while implementing effective response.
• Focusing on key operation issues and drive corrective actions at early stage of problem, report necessary customer issues to the concerned manager.
• Restoring customer relation and following up measures by informing them on the progress of their complaints according.
• Attending to customers for all the warranty / goodwill / support complaints and making necessary arrangements towards resolving the same.
• Validating the complaints in SAP within the framework of the warranty policy to ensure the units are under warranty.
• Assigning the complaint to service / PAP / sub-contractor / warranty supervisor in charge of warranty and goodwill jobs.
• Receiving the inspection report from service / subcontractor / warranty supervisor in charge as required with scope of work, review the report and coordinate with warranty manager to authorize the scope of work, in case of goodwill; FG BU will approve the scope of work as per the procedure.
• Initiating parts requisition (MR) through SAP in coordination with PAP for parts replacement complaint, follow ups for stock availability.
• Initiating purchase order request (PR) for OSL jobs and subcontractors when needed.
• Interfacing between the customer and the concerned business unit / department for all the product related problems during the warranty period
• Preparing performance indicators such as response time, resolution time, product quality reports, monthly warranty and goodwill cost reports, failure rates reports, etc.
• Maintaining all the correspondences / bulletins regarding product design/quality and warranty matters.
• Maintaining the warranty cost within the budgeted provision.
• Reporting daily the fast-moving parts for further necessary stock order (Warranty)

Requirements

• Minimum 2-3 years experience in customer service
• Engineer degree/ HVAC diploma/ HVAC courses
• Knowledge of SAP system and CRM
• Excellent communication skills
• Basic technical HVAC knowledge
• Fluent in English, Arabic is plus

Our commitment to you Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way. Join us and make a difference. Apply Now! 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. Job Applicant\'s Privacy Notice: Click on this link to read the Job Applicant\'s Privacy Notice