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Field Services Manager

Date: May 12, 2021

Location: Conyers, GA, US, 30013

Company: Dover Corporation

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 Refrigeration and Food Equipment 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:        Field Services Manager

Location:        Conyers, GA

 

 

What we’re looking for:

 

We are looking for an experienced people leader to oversee a geographically dispersed team (US and Canada) comprised of Field Service Regional Managers and Field Service Specialists. The Field Services Team provide our Customers on-site technical support and consultation to ensure the satisfaction of installation and performance of DFR equipment and parts.  This role will ensure that Customer on-site issues are addressed timely and completely by prompt scheduling and dispatching of third-party maintenance contractors / partners. 

 

Additionally, this role will play a key part in relaying identified trends and patterns back through internal channels so that common issues can be addressed timely and completely.  This role will report to the Director of After Sales Support (part of the Sales organization) and will partner with Sales to ensure our Customers are supported post sale ultimately, enhancing the Customer Experience.

 

What you’ll be responsible for in this role:

 

  • Provide technical support to customers, channel partners and other functional departments to improve knowledge and resolve issues related to operation, installation, troubleshooting and maintenance of DFR products
  • Prompt scheduling and dispatching of third-party maintenance contractors to service DFR equipment under warranty or in other instances when needed
  • Support Sales team, as needed, in addressing product complaints, questions, and resolutions; creating a culture of after sales support
  • Ensuring Customer satisfaction with DFR equipment installation and performance
  • Developing and maintaining relationships with Customers and channel partners to facilitate and foster strong communication and feedback loops
  • Identifying process improvements and other opportunities to reduce contractor visits and repair costs with strong focus on first visit resolution
  • Training, developing, and coaching of Field Service Managers and Engineers and contractors
  • Creating a pipeline of talent to ensure seamless Customer interaction and intimacy
  • Lead and execute field programs for multiple site issue resolution
  • Assist Inside Service, Engineering, Quality in determining root cause on field failures
  • Identify ways to improve Customer-facing processes and policies to ensure Customer satisfaction

 

What are the basic qualifications?

 

  • 5+ years of experience servicing Refrigeration or Industrial HVAC equipment
  • 3+ years of managing a geographically dispersed team of 15+ field service personnel
  • HVAC Certification

 

What are the preferred qualifications?

 

  • 3+ years of experience as an Account Manager or Sales Manager
  • Bachelor’s Degree in technical field
  • Lean / Six-Sigma certification

 

To be a great fit for the role:

 

  • You have superior problem-solving ability
  • Prioritize multiple projects
  • You are customer-centric; adept at building relationships with Customers and channel partners
  • Strong problem-solving ability and technical aptitude
  • Ability to coach / mentor technical associates and ability to lead remotely
  • Significant industry knowledge
  • Effectively communicate both internally and externally
  • Comfortable managing multiple projects
  • Uses Voice of Customer (VOC) and data / metrics to drive improvements
  • Adept at using software applications to manage function (work authorizations, issue logs, etc.)

 

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.

 


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