Carrier · 9 hours ago
Service Agreement Program Manager
Charlotte, NC
Full-time
Onsite
Senior Level
$143K/yr - $201K/yr
5+ years expCarrier is a global leader in intelligent climate and energy solutions, committed to enhancing lives through innovative advancements. The Service Agreement Program Manager is responsible for developing and optimizing programs that increase service revenue and customer retention while working cross-functionally to ensure strong performance and customer experience.
EnergyHeating Ventilation and Air Conditioning (HVAC)
Responsibilities
Create and execute programs for service agreements, Service Offerings, and customer retention
Assess market trends and customers’ needs to find new service opportunities
Manage the launch of new offerings such as subscription plans and predictive maintenance
Enhance our program by integrating VOC and aligning with corporate strategy (e.g., digital tools, capital planning, and strategic renewals)
Build sales tools and materials (scripts, brochures, proposal templates)
Track adoption rates and performance of service programs and adjust strategies as needed
Streamline and accelerate the sales process and ensure alignment between Sales and Field Service on agreements and scope
Support pricing models and work closely with finance on margin optimization
Optimize the complete customer journey for service clients, encompassing booking to post-service follow-up
Deploy retention strategies including automated reminders, loyalty programs, and satisfaction surveys
Assess service feedback and execute ongoing improvement initiatives
Lead cross-functional initiatives to enhance service growth, operational efficiency, and overall profitability
Prepare and deliver monthly and quarterly program performance reports. Clearly communicate program objectives and outcomes to executive leadership and key stakeholders
Design and implement comprehensive training programs for service teams to uphold consistent delivery standards and support ongoing skill development
Regularly monitor service KPIs and initiate corrective measures when targets are not achieved
Facilitate communication, insight and improvement suggestions/investments between the local markets and Executive Leadership
Promote a culture of accountability and innovation by actively soliciting feedback and facilitating idea exchange among service departments
Qualification
Required
Bachelor's degree
5 + years of experience in field services, and/or program management
Willing to travel as required to support programs within the United States and Canada (25%-50%)
Preferred
Outstanding interpersonal and communication abilities, including proficient writing, speaking, and presentation skills
HVAC experience
Established management and leadership capabilities, encompassing staff training, team building, presenting, negotiating, branch administration, and collaboration with both customers and company executives
Experience in scaling service agreement programs or launching new service offerings
Background in process improvement (Lean, Six Sigma, etc.)
Demonstrated expertise in program management, service operations oversight, and business development
Comprehensive knowledge of service workflows, dispatch procedures, and various service agreement models
Exceptional project management skills with a proven ability to coordinate projects involving multiple teams
Proficient in-service management software, CRM platforms, and data analytics applications
Highly skilled in delivering presentations, report preparation, effective written communication, decision-making, risk management, and problem-solving
Capable of interpreting financial statements; prior experience in profit and loss (P&L) management is preferred
Benefits
Health Care benefits: Medical, Dental, Vision; wellness incentives
Retirement benefits
Time Off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty; military leave; purchased vacation
Disability: Short-term and long-term disability
Life Insurance and Accidental Death and Dismemberment
Tax-Advantaged Accounts: Health Savings Account; Healthcare Spending Account; Dependent Care Spending Account
Tuition Assistance
Company
Carrier
Carrier is the provider of intelligent climate and energy solutions.
10001+ employees
H1B Sponsorship
Carrier has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (9)
2023 (5)
2022 (6)
2021 (7)
2020 (9)
Funding
Current Stage
Late StageLeadership Team
David Gitlin
Chairman & Chief Executive Officer
Gary Boucher
Chief of Staff to the Chairman & CEO
Recent News
Morningstar.com
2025-12-16
2025-11-20
Company data provided by crunchbase