Inside Service Support Specialist

Hill Phoenix, Inc.; Conyers (GA); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401k Retirement Plan

Flexible Spending

Paid Holidays

Job summary

Dover Food Retail is seeking an Inside Service Support Specialist to provide technical support for refrigeration and HVAC products, serving customers and service partners from our Conyers, GA facility. You will streamline issue resolution with a focus on first-contact fixes.

Ideal candidates bring HVAC/refrigeration expertise, strong communication, and proficiency with MS Office and CRM tools like Salesforce. On-site work and collaboration with engineering teams are required.

Qualifications

• High School diploma or GED or equivalent.
• 2+ years in a customer-facing role in a B2B environment.
• 3+ years providing technical solutions in a call center or HVAC/refrigeration field.
• 2+ years use of MS Office products (Outlook, PowerPoint, Excel).

Responsibilities

• Provide technical support to customers and service partners to resolve issues related to operation, installation and maintenance of DFR products.
• Coordinate with quality, warranty, field service, engineering, and sourcing to resolve problems.
• Support Sales in addressing product questions and resolutions.
• Develop technical service bulletins for partners and internal teams.
• Serve as escalation point for after-sales support, ensuring timely responses.
• Collaborate with Engineering and other departments to fulfill information requests.
• Participate in process improvement initiatives.

Skills

HVAC knowledge

Refrigeration systems

Customer service

Technical troubleshooting

MS Office Suite

CRM Salesforce

Education

High School diploma or GED

HVAC certification

Tools

Salesforce

Syteline

Integra

AS-400

FSMS

Job description

Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony. DFR is part of the Refrigeration and Food Equipment segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion. DFR is built on creativity and customer-centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail.

Job Title: Inside Service Support Specialist Location: Conyers, GA

What we’re looking for:

We are looking for an individual with commercial refrigeration knowledge and experience to provide technical support for our customers and service partners. The successful candidate will possess the ability and desire to further develop to expert levels in the field. This person will be the intermediary between field representatives, service partners, customers and internal functions ensuring accurate and efficient flow of information to resolve customer issues completely and timely with a tremendous focus on resolving the issue at first contact. This role will report to the Inside Service Supervisor (Manager). Ideal candidates will be self-motivated to take ownership of and promptly solve customer inquiries and ensure that actionable voice of the customer data is captured from each customer interaction to fuel continuous improvement activities. This role is based out of our local facility in Conyers, GA, and daily in office hours are required.

What you’ll be responsible for in this role:

• 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.

What are the basic 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.

What are the preferred qualifications?

• 2 years technical degree or certification in HVAC or refrigeration.
• 2+ years troubleshooting / technical support experience for similar products and applications in the refrigeration industry.
• 2+ years related experience in a technical role (Service technician, Quality technician, technical support) in the commercial refrigeration industry.
• 2+ years’ experience with at least one DFR system used to support DFR products (IE: Syteline, Integra, AS-400, SalesForce, FSMS, etc.).

To be a great fit for the role:

• Excellent communication and problem-solving skills.
• Professional and courteous demeanor.
• Strong industry knowledge and experience.
• Superior technical aptitude and mechanical inclination with high emphasis given to the ability to understand and trouble shoot electrical circuitry and applicable schematics.
• Be a customer and brand advocate.
• Familiarity and use of formal problem-solving techniques.
• Adept at using customer contact technology and software (telephony systems, CRM – Salesforce preferred).
• Good communications skills with a customer service focus.
• Ability to interpret store layout and technical documents.
• Proficiency with MS products (Outlook, PowerPoint, Excel, Word, Visio).

How We Define Our Values and Why You Should Join Our Team:

The backbone behind our collection of outstanding businesses is a team of dedicated employees who protect and enhance our valued reputation for quality and delivering what we promise. It’s our values that define Dover to all of our key audiences: our shareholders, customers, prospective employees and especially to ourselves. These values must be expressed in our work and embody our actions, as they form the basis by which we do our jobs, make decisions and measure our performance. It’s our unwavering commitment to maintaining our values that defines who we are as a Company. Collaborative Entrepreneurial Spirit Winning Through Customers Respects and Values People Expectations for Results High Ethical Standards, Openness, and Trust.

What’s in it for you:

• Medical, Dental, and Vision.
• 401k Retirement Plan.
• Flexible Spending.
• Paid Holidays.
• #LI-JW2.

This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan. This position is eligible to earn commissions based on performance metrics and other criteria outlined in our applicable commissions plan. We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work. The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skill required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact [e-mail] for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

We Are Dover

Dover is a diversified global manufacturer and solutions provider. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments: Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainability Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach, our team takes an ownership mindset, collaborating with customers to redefine what's possible.