Assistant Manager- Recapture

Role: Recaptures

Location: Gurgaon, India

Full/ Part-time: Full time

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About the role

This role will Effectively manage customer complaints and service-related concerns, ensuring prompt and satisfactory resolution. Demonstrate strong problem-solving and communication skills to address issues swiftly, resulting in enhanced customer satisfaction and improved retention rates. Play a key role in maintaining positive client relationships and reinforcing brand loyalty through consistent service excellence.

Key Responsibilities:

• Efficiently handled customer complaints and service concerns, ensuring timely resolution and enhancing customer satisfaction and retention.
• Contributed to service revenue generation through the successful execution of Annual Maintenance Contracts (AMC), out-of-warranty repairs, and product replacements.
• Oversaw spare parts planning and inventory management for authorized dealers, and conducted periodic audits to ensure accuracy and compliance.
• Engaged with distributors and sub-dealers through monthly review meetings to evaluate service KPIs, identify areas for improvement, and align service goals.
• Coordinated dealer account reconciliation from the service perspective in collaboration with the finance department.
• Monitored daily service operations, analyzed Turnaround Time (TAT) data, and implemented continuous improvement initiatives to reduce response and resolution times.
• Provided on-site technical support and troubleshooting expertise for Room Air Conditioners (RAC) and Variable Refrigerant Flow (VRF) systems.
• Investigated and resolved complex service issues through root cause analysis, customer visits, and coordinated field actions.
• Conducted regular quality and process audits to ensure adherence to organizational service standards, operational excellence, and EH&S (Environment, Health & Safety) compliance.
• Maintained collaborative relationships with channel partners, service technicians, and internal cross-functional teams to ensure effective service delivery.
• Delivered training programs for newly onboarded technicians on Carrier product knowledge, service protocols, and safety standards.
• Undertook travel to upcountry and remote locations as required to support service operations and customer escalations.

Benefits

We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.

• Make yourself a priority with flexible schedules, parental leave
• Drive forward your career through professional development opportunities
• Achieve your personal goals with our Employee Assistance Programme

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.

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