Refrigeration Technical Support Specialist

Dover Food Retail; Conyers (GA); On-site; USD 52,000 - 74,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k Retirement Plan

Flexible Spending

Paid Holidays

Discretionary bonus

Commissions plan

Job summary

Dover Food Retail in Conyers, GA is seeking an Inside Service Support Specialist to provide technical support for our refrigeration products, interfacing with customers, service partners and internal teams. The role reports to the Inside Service Supervisor and requires in-office presence.

You will diagnose issues related to operation, installation, troubleshooting and maintenance, coordinate resolution between quality, warranty, field service, engineering and sourcing, and help develop service

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-facing communication

Technical support

MS Office

CRM experience

Problem solving

Education

High School diploma or GED

HVAC/refrigeration certification (preferred)

Tools

PowerPoint

Word

Excel

Salesforce

Visio

Syteline / Integra / AS-400 / FSMS

Job description

Dover Food Retail in Conyers, GA is seeking an Inside Service Support Specialist to provide technical support for our refrigeration products, interfacing with customers, service partners and internal teams. The role reports to the Inside Service Supervisor and requires in-office presence.

You will diagnose issues related to operation, installation, troubleshooting and maintenance, coordinate resolution between quality, warranty, field service, engineering and sourcing, and help develop service