Equipment Claims Reviewer & Support Specialist

About this role

About Carrier Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

Equipment Claims Reviewer & Support Specialist   The Equipment Claims Reviewer & Support Specialist is responsible for the accurate, timely, and consistent review and resolution of equipment-related claims submitted by customers, distributors, and internal stakeholders. This role supports the end-to-end equipment claims process by validating claim documentation, reviewing claim eligibility, communicating claim decisions, and ensuring compliance with established business policies and procedures.

The position serves as a key resource for claim inquiries, escalations, training, and process support while working closely with Customer Service, Distribution Centers, Logistics, Sales, Warranty, and external customers. Team members are expected to balance daily claims review responsibilities with continuous improvement efforts that enhance the customer experience and operational efficiency.

This role requires strong analytical skills, attention to detail, sound business judgment, and the ability to effectively manage multiple priorities in a fast-paced environment.

Key Responsibilities • Review equipment claim submissions for completeness, accuracy, and compliance with established claim policies and requirements. • Validate supporting documentation including photographs, bills of lading, delivery receipts, invoices, inspection reports, and other claim-related evidence. • Evaluate claim eligibility and determine appropriate disposition based on business rules and claim guidelines. • Support departmental goals related to claim cycle time, service levels, and claim closure performance. • Communicate claim decisions clearly and professionally to customers, distributors, Customer Service Representatives, and internal teams. • Coordinate with Distribution Centers, Logistics providers, Sales teams, and other stakeholders to obtain additional information needed for claim resolution. • Monitor assigned claim queues and ensure timely follow-up on outstanding items. • Resolve routine claim inquiries while escalating complex or high-impact cases as appropriate. • Maintain accurate claim documentation and activity records within Salesforce and related systems.

Customer & Distributor Support • Serve as a primary point of contact for equipment claim questions, claim status inquiries, and process guidance. • Partner with Customer Service teams to resolve escalated customer concerns and claim-related issues. • Provide support and education to distributors and internal partners regarding equipment claims processes and requirements. • Promote transparency and a positive customer experience throughout the claims lifecycle. • Assist in identifying trends, recurring issues, and opportunities to improve claim quality and submission accuracy.

Process Ownership & Continuous Improvement • Support assigned claims processes, workflows, or specialized claim queues. • Maintain and update standard operating procedures, job aids, training materials, and process documentation. • Identify process gaps, inefficiencies, and recurring claim trends and recommend corrective actions. • Participate in process improvement initiatives, system enhancements, testing activities, and digital transformation efforts. • Contribute ideas that improve efficiency, reduce manual effort, and enhance the customer experience. • Support cross-functional projects and departmental initiatives as needed.

Required Qualifications • High School Diploma or GED. • Minimum of 1 years of experience in Customer Service, Claims Processing, Logistics, or related operational functions. • At least 1 years of experience utilizing Salesforce, SAP, or comparable business systems.

Preferred Qualifications • Experience with equipment, freight, warranty, or damage claims processing. • Experience supporting process improvement or continuous improvement initiatives. • Strong analytical and problem-solving skills. • Proficiency in Microsoft Excel and reporting tools. • Ability to interpret claim documentation and make sound business decisions. • Strong organizational, follow-up, and time management skills. • Excellent written and verbal communication skills. • Ability to work independently while effectively collaborating across multiple departments. • Experience supporting customer escalations and cross-functional issue resolution.

Pay Range The annual salary for this position is between $43,500.00 - $87,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. Other Compensation This position may be entitled to short-term cash incentives, subject to plan requirements.  Benefits Employees are eligible for benefits, including: • 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 leave; military leave; purchased vacation

• Disability : Short-term and long-term disability

• Life Insurance and Accidenta

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