Manager- Customer Service

Carrier — RGA Tech Park, Chikkannhelli Village, Sarjapur Main Road, Bangalore - 560035, India

Role: Customer Service Location: Bangalore, 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 lead 24×7 customer service operations , ensuring continuous monitoring, incident response, and service assurance in line with defined SLAs and customer expectations. The role acts as the primary escalation point for critical incidents , driving coordination, root cause analysis, and preventive actions to improve service stability and customer experience. This role owns service performance governance , including KPIs, SLA tracking, and executive reporting, while driving process standardization, SOP compliance, and operational improvement initiatives. Working closely with engineering, product, and customer success teams, the Customer Service Manager ensures seamless collaboration during incidents, onboarding, and service changes. As a people leader, the role manages multi‑shift service teams , ensuring skill readiness, performance coaching, and consistent, high‑quality service delivery. Key Responsibilities: 1. 24×7 Operations & Monitoring Own day‑to‑day 24/7 Command Center operations , ensuring real‑time monitoring of IoT platforms, asset health, alarms, and operational KPIs. Ensure timely detection of anomalies, deviations, and risks, triggering proactive or reactive actions as per defined SOPs. Maintain operational readiness across shifts, tools, and workflows. 2. Incident, Escalation & Problem Management Lead end‑to‑end incident management , including triage, prioritization, escalation, coordination, and closure. Act as the singl

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