Senior Inside Service Support Specialist

Our Story:

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 Climate & Sustainability Technologies 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:        Senior Inside Service Support Specialist

Location:        Conyers, GA             

What we’re looking for:

We are looking for an advanced professional to manage the technical support process and procedures related to refrigeration. This role will work closely with the Systems Warranty Manager by tracking requests for technical support. Provide technical support for refrigeration systems, electrical distribution products, and fueling systems.  The ideal candidate will be responsible for maintaining a professional link between the Company and the end user in supporting Dover Food Retail products.  

What you’ll be responsible for in this role:

• Exercises independent decision-making skills through an advanced applied knowledge of refrigeration, mechanical, hydronic, and electrical machinery repairs, quality, modifications, updates, end of life replacement, and the safe operation of Dover Food Retail or similar equipment offerings.
• Create, maintain, and present detailed reports and correspondence relating to product failure, product application, product improvements, and the safe operation of equipment with the intent to guide the decision-making process for Dover Food Retail’s management and engineering teams

• Accurately calculate figures and amounts such as, proportions, percentages, area, circumference, and volume that directly coincide with the top-tier analysis and recommendations to management regarding product failures, product applications, end of life product replacement, equipment quality, and the safe operation of equipment. 

• Manage the network of third-party service contractors who act on behalf of Dover Food Retail to service and repair equipment in the field.  This could include:
  • Prequalification of contractor skillsets and aptitudes that relate to the service and repair of Dover Food Retail equipment
  • Identify and provide training opportunities for service contractors to ensure appropriate competencies are met or exceeded as it related to the repair, installation, and replacement of Dover Food Retail Equipment
  • Manage the dispatch, on-site work, and project documentation provided by third party service contractors as it relates to the installation, service, and replacement of Dover Food Retail Equipment.

• Effectively create written and visual content and provide training to third-party service technicians as well as internal Dover Food Retail staff of varying levels of experience via phone, email, and support ticketing platform.  This could include, but not limited to:
  • Equipment failure
  • Equipment quality
  • Equipment component replacement
  • End of useful life system replacement
  • Safe operation of equipment

What are the basic qualifications?

• Associates Degree in HVACR or other engineering discipline or a combination of related education and/or professional experience
• 8-10+ years of experience as a commercial refrigeration technician
• 8-10+ years of remote troubleshooting/technical support experience

What are the preferred qualifications?

• 8-10+ years of related industry experience including DX, Glycol, and CO2 booster systems

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
• 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)
• Customer-centric mentality
• Ability to interpret store layout and technical documents
• Proficiency with MS products (Outlook, PowerPoint, Excel, Word, Visio)
• Solid knowledge of electrical wiring schematics.
• Good computer skill (Microsoft Office experience necessary).

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-CS2

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 skills 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.