Service Operation Branch Manager

Service Operation Branch Manager

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 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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