Senior Field Support Specialist

Dover Corporation

Conyers (GA)

On-site

USD 70,000 - 100,000

Full time

5 days ago

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Benefits offered by this job

Medical, Dental, and Vision

401k Retirement Plan

Flexible Spending

Paid Holidays

Job summary

Dover Corp is seeking a Senior Field Support Specialist to manage the customer experience post-shipment and supervise regional contractors across the West/Central region.

You will identify field issues, coordinate with internal teams, and ensure timely resolutions for DFR equipment You will train and supervise service personnel, oversee safe installations, and contribute to product maintenance updates and manuals.

Qualifications

High School diploma with 10+ years of relevant experience and/or 5+ years in supermarket refrigeration industry.
Journeyman refrigeration certificate may be required in some regions.
AC/R certification and EPA certification are preferred qualifications.

Responsibilities

Oversee field repairs, start-ups and updates to DFR equipment by directing end users or contractors.
Train regional contractors and dealers on installation and maintenance; relay training opportunities to the training department.
Supervise installation/service reps during repairs or updates to DFR equipment.
Ensure DFR quality standards through customer visits and follow-ups.
Define maintenance schedules with product management, engineering, and quality for manuals.

Skills

Refrigeration knowledge

Field service

Training and coaching

Customer relationship

Technical troubleshooting

Communication skills

Travel readiness

Education

High School Diploma

Journeyman refrigeration certificate

Job description

Job Title: Senior Field Support Specialist

Location: West/Central Region

What we are looking for:

The Senior Field Support Specialist represents both Anthony and Hillphoenix brands, creating and maintaining relationships with our Customers, Dealers, and regional contractors. This position is responsible for overseeing the Customer's experience post shipment, supervising regional contractors to ensure prompt response, primarily focused on issue identification and resolution, new equipment start-ups, and other engagements as required. This is a key role in gathering information in the field to ensure rapid and complete resolution to quality issues and help identify potential design changes.

What you will be responsible for in this role:

Utilizes knowledge of refrigeration, mechanical, hydronic, and electrical machinery to make independent decisions about repairs, modifications, or updates to DFR equipment, by giving direction to the end user or contractor
Trains regional contractors and dealers on installation and maintenance of equipment; identifying broad training opportunities and relaying back to training department
Supervises installation/service representatives with repairs, modifications, or updates to DFR equipment when required
Ensures DFR quality standards are being met through Customer visits and follow-ups
Works with product management, engineering, and quality to define proper maintenance schedules for DFR equipment for inclusion in technical and installation manuals
Ensures regional contractors and dealers are following safety guidelines when overseeing installations, start-ups, re-models, and investigations
Oversees new equipment start-ups as needed to ensure successful installation and operation, especially with new products
Systematically diagnoses field issues, creating thorough field reports that include the process used to diagnose, the measurements and observations collected, and finally developing a robust conclusion with recommendations on actions to resolve; this includes scheduling and coordinating work with 3rd party service providers.
Oversees contractor engagement for assigned region
Serves as subject matter expert for assigned region & manages the communication between the field, the internal team(s), field sales distributors and end-users.
Identify quality and performance trends and report out to appropriate organization to assure root cause problem resolutions
Minimum 80% travelling requirements

What are the basic qualifications?

High School diploma with ten (10) or more years of relevant experience and or five (5) years in the supermarket refrigeration industry
Journeyman refrigeration certificate maybe required in some regions

What are the preferred qualifications?

AC/R certification
EPA Certification

To be a great fit for the role:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to calculate figures and amounts such as, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

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.