Field Support Manager, Northeast

Date: Mar 1, 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 Support Manager - Northeast Region           

Location:        Conyers, GA             



What we’re looking for:


We are looking for a Field Support Manager - Northeast (NE) who will be responsible for the overseeing and managing the daily operations for the NE Regional Field Support team for all DFR products. This position will provide leadership and development of all assigned regional Field Support Engineers and all related data associated with this team. Additionally, this role shall be responsible for executing Warranty and technical growth, continuous improvement, and goal deployment for the team.


This role will also work in concert with the sales, warranty and the operations teams at various factories to ensure product quality and product development are aware and addressing customer site related issues. This role is also responsible for the establishment of service and payments guidelines that follow corporate guidelines. As required, this role will communicate directly with Sales Leadership to assist in communication to customers.


What you’ll be responsible for in this role:


  • Responsible for development and succession-planning for direct and indirect reports, fostering a positive workplace environment which empowers associates to perform at their best.
  • Lead, manage, direct and provide technical & leadership guidance to all direct and indirect reports.
  • Manage regional team budgets, headcount and time management.
  • Assist in the development and implementation of Warranty service level agreements.
  • Monitors service records and provide voice of the customer feedback.
  • Work with factory quality teams to address factory and supplier related product failures.
  • Maintain an active role in continuous improvement efforts.
  • Assist or lead operational teams to investigate and resolve customer complaints.
  • Using formal, data-driven problem-solving and implementation methodologies (e.g., 6-sigma, etc.) to drive initiatives forward and deliver results.
  • Provide technical and statistical expertise to team.
  • Training individuals and teams in the use of basic quality tools to promote a culture of continuous improvement.
  • Assist with the identification, development and implementation of training in support of warranty programs.
  • Interact effectively with sales leadership and teams to assist with customer complaints
  • Establish Goals and Objectives for direct reports and conduct periodic performance reviews.
  • Build and maintain product service tables and guidelines for after-sales service costs.
  • Plans and develops policies and procedures for on-site installation, testing, maintenance, and troubleshooting.
  • Participate in customer and dealer group reviews and meetings as needed
  • Demonstrated analytical thinking abilities with technical orientation applicable to product design and fault identification. Ability to adapt to changing markets and or territory conditions.


What are the basic qualifications?


  • Bachelor’s degree with 10 years relevant technical experience or advanced degree with at least 7 years of experience.
  • 5+ years of professional experience in Supermarket Refrigeration and/or industrial HVAC industry
  • EPA Certification required


What are the preferred qualifications?


  • Six-Sigma Black Belt certification a plus
  • ASQ Certification a plus


Travel Requirements:

  • 70% Regional Travel


To be a great fit for the role:


  • Strong analytical skills, the ability to synthesize data into meaningful conclusions and develop and implement effective action plans.
  • Demonstrated success in leading and management of teams.
  • Possesses excellent human relations skills.
  • Excellent communication skills with proven ability to effectively communicate and influence across functions and at all levels of the organization.
  • Project a positive, solution-seeking attitude in all business interactions.
  • Experience implementing continuous improvement projects or processes with demonstrated results.
  • Strong project management, statistical aptitude, strong quantitative and analytical skills.
  • Must be a self-starter and highly motivated.
  • Travel as needed to customer sites, plant locations, dealer facilities
  • Must possess a strong customer service attitude and manage emotions.
  • Must be willing to travel and able to handle normal physical activities in order to view and review equipment at customer locations.
  • Change management experience.
  • Supervisory/Managerial Experience.


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








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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