Inside Refrigeration Support Specialist

Markem-Imaje; Conyers, Northern (GA, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k retirement plan

Flexible spending account

Paid holidays

Job summary

Dover Food Retail in Conyers, GA is seeking an Inside Service Support Specialist to act as the conduit between field reps, service partners, customers and internal teams, ensuring quick, accurate information flow and issue resolution at first contact.

You will provide technical support on refrigeration products, assist the Sales team with questions, coordinate cross-functional problem solving, and help develop service bulletins to educate partners.

Qualifications

• High School diploma or GED / Equivalency.
• 2+ years of experience in a customer facing role in a business–to–business environment.
• 3+ years of experience in providing technical solutions in a call center environment or 3+ years’ experience with the manufacture, testing, or support of HVAC or refrigeration products.
• 2+ years’ experience with and competency with MS products such as Powerpoint, Word, and Excel.

Responsibilities

• Provide technical support to customers, service partners and other functional departments to improve knowledge and resolve issues related to operation, installation, troubleshooting and maintenance of DFR products.
• Support Sales team, as needed, in addressing product complaints, questions, and resolutions.
• Coordinate activities related to problem resolution between quality, warranty, field service, engineering, and sourcing departments.
• Help develop technical service bulletins to educate service partners and internal parties regarding common field issues and methods of resolving.
• Act as the internal escalation point for after-sales support team, helping ensure service levels are maintained and accurate resolution.
• Working directly with Engineering and other departments when collaboration is needed to fulfill internal requests for information.
• Participate in and support process improvement initiatives.

Skills

Customer support

HVAC knowledge

Technical support

MS Office

Communication skills

Problem solving

CRM Salesforce

Education

High school diploma or GED

Technical degree or HVAC certification

Tools

PowerPoint

Word

Excel

Outlook

Visio

Salesforce

Job description

Dover Food Retail in Conyers, GA is seeking an Inside Service Support Specialist to act as the conduit between field reps, service partners, customers and internal teams, ensuring quick, accurate information flow and issue resolution at first contact.

You will provide technical support on refrigeration products, assist the Sales team with questions, coordinate cross-functional problem solving, and help develop service bulletins to educate partners.