Aftermarket&Service Director

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.

角色职责:

• 售后与服务业务战略制定与落地(维保、延保、配件、维修、技术支持）：制定中长期发展战略，结合公司整体业务目标，持续提升服务收入、备件销售、客户续约及盈利能力

• 服务运营管理：负责全国/区域服务网络的搭建、优化与管理，包括直营网点、授权服务商及外部合作伙伴；建立并持续优化服务流程、服务标准、响应机制和质量管理体系

• 客户满意度与品牌口碑管理：提升客户满意度、客户留存率及NPS/服务口碑；建立客户投诉闭环处理机制，推动重大客户问题快速解决

• 业务增长与商业化能力建设：通过备件管理、维保合同、增值服务、数字化服务工具等手段提升服务收入和毛利；识别新的服务商业机会，支持公司长期增长

• 团队与组织管理：领导售后、技术支持、服务运营、备件管理等团队；培养团队的客户导向、问题解决和跨部门协作能力

• 质量、营销等业务跨部门协同与风险管理：销售、供应链、产品、质量、财务及渠道团队紧密协作，推动端到端客户体验提升；对服务成本、备件库存、质量问题、合规风险及安全风险进行有效管理；为管理层提供市场信息。

角色 目的:

• 搭建并持续优化售后与服务管理体系，确保客户获得稳定、及时、高质量的服务体验
• 提升服务收入与服务经营效率，实现售后业务的规模化、标准化和盈利化发展
• 通过服务能力建设支撑销售拓展、渠道稳定和品牌价值提升
• 降低客户流失、服务风险与运营成本，增强公司在市场中的长期竞争力

最低要求:

• 本科及以上学历，工程、暖通、机械、电气、自动化、工商管理或相关专业优先
• 8年以上售后服务、技术服务、服务运营或Aftermarket相关工作经验
• 其中至少3–5年团队管理经验，有带领跨区域/全国服务团队经验者优先
• 具有工业设备、HVAC、暖通、家电、机电设备、工程服务或相关行业背景优先
• 熟悉售后服务体系、服务商管理、备件管理及客户投诉处理机制
• 具备良好的数据分析能力和经营意识，能够通过服务指标推动业务改善
• 具备较强的中英文沟通能力者优先，能够适应跨部门、跨区域协作

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.

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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.