Service Operation Branch Manager

Why CarrierCarrier 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 ManagerAs 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 ResponsibilitiesOperational LeadershipOversee all aspects of preventive maintenance (PM), reactive services and repair operations within the branchEnsure accurate and timely PM planning and execution, including regular updates to the 90‑day PM plan and master PM fileOptimize manpower planning and prioritize resources based on customer needs, escalation criticality and forecast dataTeam & Resource ManagementLead technician hiring, onboarding, training and ongoing development through structured skill matricesMonitor and drive technician performance, utilization, safety, efficiency and retentionDevelop annual leave and resource availability plans, adjusting workloads accordinglyFoster a culture of collaboration, accountability and continuous improvementCustomer Satisfaction & Quality AssuranceStrengthen customer relationships and act as a point of escalation for key accountsEnsure resolution of complaints and lead customer satisfaction investigationsDrive improvement initiatives based on feedback and Net Promoter Scores (NPS)Financial & Strategic PerformanceOwn the branch P&L, meet or exceed sales plan forecast, gross margin and profitability targetsDrive pull‑through service growth and material stock optimizationTrack key performance indicators including technician efficiency, digital productivity, SR sales and field absorptionWork cross‑functionally with sales and planning teams to align startup forecasts and resource allocationMinimum RequirementsBachelors degree in Engineering, Business or a related field5 to 8 years of relevant experience in service operations, including leadership or management rolesStrong project management, analytical and problem‑solving skillsExcellent communication, customer engagement and team leadership abilitiesDeep understanding of operational planning, cost control and service quality metricsKey CompetenciesStrategic and operational thinkingTeam leadership and people developmentCustomer‑centric mindsetFinancial and business acumenConflict resolution and decision‑makingSafety‑first approachWhat We OfferWe offer excellent development opportunities, an attractive salary and exceptional benefits including:International working environmentCompetitive compensation and performance‑based incentivesCareer development and leadership trainingEmployee Assistance Programme and wellness supportYour Journey with UsWe aim to provide a transparent, fair and valuable recruitment process. If selected you will follow these stages:Initial conversation with our talent acquisition teamInterview with senior leadershipFinal evaluation and offerOur Commitment to YouAt 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, veteran status, age or any other federally protected class.#J-18808-Ljbffr