Senior Field Support Specialist

Dover Corporation; Oregon; Hybrid; USD 69,000 - 125,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k Retirement Plan

Flexible Spending

Paid Holidays

Job summary

Dover Corporation is seeking a Senior Field Support Specialist to represent the Anthony and Hillphoenix brands in the West/Central region. You will manage post-shipment customer experience, supervise regional contractors, and lead field issue diagnosis and resolutions, including start-ups for new equipment.

The role requires extensive refrigeration knowledge, contractor training duties, safety oversight, and collaboration with product management, engineering and quality teams.

Qualifications

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

Responsibilities

• Utilizes refrigeration, mechanical, hydronic and electrical knowledge to guide repairs or updates and direct users or contractors
• Trains regional contractors and dealers on installation and maintenance of equipment
• Supervises installation/service reps during repairs or updates to DFR equipment
• Ensures DFR quality standards through customer visits and follow-ups
• Defines maintenance schedules with product management, engineering and quality teams
• Ensures regional contractors follow safety guidelines during installations and start-ups
• Oversees new equipment start-ups to ensure successful installation and operation
• Diagnoses field issues and creates thorough field reports with measurements and observations
• Coordinates work with 3rd party service providers
• Serves as SME for region and manages field-to-internal communications
• Identifies quality/performance trends and reports root causes
• Minimum 80% travel requirement

Skills

Refrigeration knowledge

Field service

Customer relations

Contractor supervision

Safety compliance

Education

High School diploma

Journeyman refrigeration certificate

AC/R certification

EPA Certification

Tools

AC/R tools

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. 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 Vision401k Retirement PlanFlexible SpendingPaid Holidays

Pay Range: USD 69000 - 125000 Annually

This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus 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.

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 applying. Please contact for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.