Senior Field 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 and 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 Field Support Specialist

Location:       Midwestern/Western 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 Vision
• 401k Retirement Plan
• Flexible Spending
• Paid Holidays

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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.