Director, After Sales Support

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:        Director, After Sales Support            

Location:        Conyers, GA or Richmond, VA (possible remote)

What we’re looking for:

We are looking for an experienced leader to manage our After-Sales Support team and build the right strategy to consistently deliver the best Customer Experience.  This leader will be responsible for building and managing a team of industry experts, analysts and field support specialists to ensure that our delivered products and service meet and/or exceed the expectations of our customers. This leader will be responsible for setting processes for analysis and diagnosing escalated issues.  This critical role will act as the key owner that keeps our organization providing the very best service and technical support in our industry!

What you’ll be responsible for in this role:

Providing Expert Remote Technical Support for Delivered Product

• Responsible for developing processes, tools, and service-level agreements for remote technical support for Customers and internal stakeholders
• Creating and driving adherence to internal metrics to ensure we are meeting Customer expectations and implement Daily Management to ensure urgency and focus
• Implementing appropriate technology (where applicable and/or desirable from Customer view) to streamline Customer Experience
• Partner with HR team to create an apprenticeship program to build a pipeline of future talent

Delivering Quick and Complete Field Service Diagnoses and Resolution

• Designing, executing, and training team on appropriate protocols for dispatching field service while driving clear rules of engagement internally
• Designing, executing, and training team on playbook for field program roll-outs
• Defining metrics and hold team managers accountable with ways to measure field service efficacy with ‘first-dispatch’ resolution being the primary focus
• Developing robust feedback loop to ensure systemic issues are being captured and communicated timely back to appropriate internal party for root cause identification and effective countermeasures

Administration of Warranty Process, Analysis and Communications

• Defining, executing, and training team of robust warranty processes and policies to drive root cause accountability
• Developing warranty part return criteria and analysis framework for warranty team
• Establishing service-level agreements to align with Customer expectations
• Resolving escalated issues when Customer Experience may be adversely affected

Providing Internal Service Subject Matter Expertise to Cross Functional Initiatives

• Defining, executing and training team of service experts across our core product businesses that support field service activities as well as internal cross-functional efforts on quality improvement, new product development, productivity improvement, technical documentation, field campaign management.  Act as the voice of service across internal processes.

What are the basic qualifications?

• Bachelor’s Degree (technical field preferred)
• 15+ years of experience after sales service / support in an industrial applied product setting
• 7+ years of directly managing remote teams of employees (technical in nature)

What are the preferred qualifications?

• Refrigeration experience strongly preferred
• 5+ years of experience in field service / equipment maintenance
• Lean / Six-Sigma certification

To be a great fit for the role:

• Strong mentorship ability
• Process-oriented problem-solving
• Strong advocate of superior Customer Service
• Extraordinary organizational skills and ability to coordinate
• Superior ability to communicate both externally and internally
• Decisive and able to be the clear and confident voice when faced with ambiguity
• Technical aptitude
• Executive presence and ability to lead remotely
• Lean practitioner / natural problem-solving ability

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 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-FG1

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.