Service Operation Branch Manager

Why Carrier?

Carrier is the leading worldwide provider of heating, ventilation, and air conditioning (HVAC), refrigeration, fire, security, and cold chain solutions. We invented modern air conditioning, and our team of pioneers and innovators has a long track record of developing new technologies.

We offer an evolving range of industry-leading services and solutions aimed at creating healthier homes, buildings, and shipping environments with reduced environmental impact. We recognize diversity and inclusion as engines of growth and innovation and continue to lead because we have an exceptional workforce that puts the customer at the center of everything we do.

Role: Service Operation Branch Manager

As the Service Operation Branch Manager, you will lead the full scope of service operations — from preventive maintenance and reactive service agreements to team development, customer success, and financial performance. This role is critical in driving operational excellence, improving customer satisfaction, ensuring safety, and achieving business objectives across the branch.

Role Responsibilities

Operational Leadership

• Oversee all aspects of preventive maintenance (PM), reactive services, and repair operations within the branch
• Ensure accurate and timely PM planning and execution, including regular updates to the 90-day PM plan and master PM file
• Optimize manpower planning and prioritize resources based on customer needs, escalation, criticality, and forecast data
  
  

Team & Resource Management

• Lead technician hiring, onboarding, training, and ongoing development through structured skill matrices
• Monitor and drive technician performance, utilization, safety, efficiency, and retention
• Develop annual leave and resource availability plans, adjusting workloads accordingly
• Foster a culture of collaboration, accountability, and continuous improvement
  
  

Customer Satisfaction & Quality Assurance

• Strengthen customer relationships and act as a point of escalation for key accounts
• Ensure resolution of complaints and lead customer satisfaction investigations
• Drive improvement initiatives based on feedback and Net Promoter Scores (NPS)
  
  

Financial & Strategic Performance

• Own the branch P&L — meet or exceed sales plan, forecast, gross margin, and profitability targets
• Drive pull-through service growth and material stock optimization
• Track key performance indicators including technician efficiency, digital productivity, SR sales, and field absorption
• Work cross-functionally with sales and planning teams to align startup forecasts and resource allocation
  
  

Minimum Requirements

• Bachelor's degree in Engineering, Business, or a related field
• 5 to 8 years of relevant experience in service operations, including leadership or management roles
• Strong project management, analytical, and problem-solving skills
• Excellent communication, customer engagement, and team leadership abilities
• Deep understanding of operational planning, cost control, and service quality metrics
  
  

Key Competencies

• Strategic and operational thinking
• Team leadership and people development
• Customer-centric mindset
• Financial and business acumen
• Conflict resolution and decision-making
• Safety-first approach
  
  

What We Offer

We offer excellent development opportunities, an attractive salary, and exceptional benefits including:

• International working environment
• Competitive compensation and performance-based incentives
• Career development and leadership training
• Employee Assistance Programme and wellness support
  
  

Your Journey with Us

We aim to provide a transparent, fair, and valuable recruitment process. If selected, you will follow these stages:

Initial conversation with our talent acquisition team

Interview with senior leadership

Final evaluation and offer

Our Commitment to You

At Carrier, we believe our people are our greatest strength. We’re committed to building an inclusive and collaborative culture where innovation thrives, careers grow, and employees are empowered to make a real difference.

Our values — Respect, Integrity, Inclusion, Innovation, and Excellence — are the foundation of everything we do.

Apply Now and Join Carrier in Shaping the Future of Service Operations.

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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