Senior Manager, Product Service

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 Manager, Product Service            

Location:  Greater Atlanta, GA area preferred. Richmond, VA & remote options available

What we’re looking for:

We are looking for an individual to lead our Product Service Team.  Working with a geographically dispersed team, this role will develop a culture of Customer support and expert technical knowledge.  This role will also act as the hub in resolving Customer issues, closely watching developing trends and communicating both internally and externally so timely and appropriate action can be taken to resolve.  Reporting to the Director of After Sales Support, this role will work closely with our Field Services teams, channel partners, Customers, and internal functional partners as we continue to develop an industry-leading Service function.

What you’ll be responsible for in this role:

Providing Expert Remote Technical Support for Delivered Product

• Sets strategy for providing technical support to Field Service teams, customers, channel partners and other functional departments to improve knowledge and resolve issues related to operation, installation, troubleshooting and maintenance of DFR products
• Drive first contact resolution
• Support Sales team, as needed, in addressing product complaints, questions, and resolutions
• Help with training channel partners, Customers and internal departments on service practices and methods
• Creating a steady pipeline of talent to ensure seamless Customer Experience for years to come
• Leads projects relating to Inside Service projects and processes

Acting as Internal Escalation Point for Technical Support

• Helping develop an escalation protocol for internal stakeholders to facilitate speed and accuracy of Customer requests through internal channels
• Working directly with Engineering and other departments when collaboration is needed to fulfill internal requests for information
• Represent Service function in new product development initiatives and field trials (design, deployment, data collection, analysis, report-out, coordination with other functions)
• Develops, drives, and supports process improvement initiatives.

Coordination of Issue Resolution

• Coordinate activities related to problem resolution between quality, warranty, engineering, and sourcing departments, serving as the face of the Product Services team across the organization
• Represent Service function in quality improvement processes and initiatives (Quality Board)
• Help design and deploy field programs including coordinating execution, data gathering, report generation, results tracking, and communication to stakeholders, etc.  including coordinating with internal functions and external parties (i.e. Customers, contractors, suppliers)
• Inform internal and external stakeholders about service concerns and / or solutions via technical reports / field bulletins

What are the basic qualifications?

• Bachelor’s degree in operations management, business administration, engineering, (or equivalent experience)
• 10 years of experience supporting engineered products.
• 5 years of leadership, leading remote teams in a matrixed organization

What are the preferred qualifications?

• 5+ years in a manufacturing environment
• 5+ years commercial refrigeration experience
• Direct supervisory experience leading team of 10 or more
• Significant structured process improvement experience (Six Sigma/Lean)

To be a great fit for the role:

• Adept at using customer contact technology and software telephony systems (InContact Preferred), CRM (Salesforce Highly Preferred)
• Significant technical knowledge of commercial refrigeration applications and industry
• Ability to coach / mentor technical associates and ability to lead remotely
• Superior ability to communicate both externally and internally
• Decisive and able to be the clear and confident voice when faced with ambiguity
• Uses Voice of Customer (VOC) and data / metrics to drive improvements
• Comfortable managing multiple projects
• Strong sense of urgency and commitment to resolving Customer issues

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

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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.