Service Lead

Date: Oct 28, 2020

Location: Phoenix, US, 85034

Company: Dover Corporation

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:                   Service Lead

Location:                   Las Vegas, NA



What we are looking for:



We are looking for a Service Lead to help us build our Las Vegas, NV market. The Service Lead oversees the field service personnel assigned who performs onsite emergency and routine services.  A Service Lead is considered a working supervisor with provided authority for personnel actions. This position requires regular communication with the office and service manager to ensure personnel assigned are dispatched correctly and the customer service is maintained at the highest standard.  Service Leads will have responsibilities to managing schedules, financial performance of customer base, and technician training.


Essential Competencies:


  • Safety inspection and management of team assigned.
  • Ability to utilize computer software for management of schedules, excel, etc.
  • Check dispatch board each morning and communicate with dispatch to ensure the assigned team is dispatched to the right calls. 
  • Review calls completed the day prior as needed to confirm satisfactory completion or follow ups are correct and scheduled in a timely manner.
  • Meet monthly with assigned service manager to review the open ticket reports to ensure that all follow ups are completed within a 30 day window. 
  • Support assigned service manager in survey and customer quote requests.
  • Manage the team assigned when on call for after hours, weekends, and holidays.
  • Provide regular feedback from the field level to all levels of management
  • Answering or returning calls within a timely manner is imperative.
  • Review the quality of the work completed with the assigned team on a regular basis to ensure that it meets satisfactory standards.
  • Enhance client relationship through proactive and positive communication, and by recognizing and delivering on client key issues and expectations. 
  • Maintain ongoing client relationship, recognize future business opportunities, and potential to bring new customers to service.
  • Adhere to Hill PHOENIX safety program, policies, and procedures.
  • Ability to communicate effectively with others, such as customers. other technicians and service staff.
  • Completes all paperwork in a timely manner and adheres to customer documentation procedures.
  • Maintain all packing slips and turn in with paperwork on a daily basis.     
  • Maintain truck stock inventory to proper levels.
  • Performs other duties and responsibilities as assigned by management.



Minimum Quantifiable Competencies:


  • High School diploma or GED
  • EPA Certification 608 minimum Type I and II or Universal required.
  • 7 or more years of experience in the field of Supermarket Refrigeration Service with a solid understanding of the electrical, mechanical, EMS controls, and VFD’s.
  • Valid State Driver’s License



Strengths needed for this role:


  • Must be capable of reading, writing, and speaking the English language effectively. Spanish is a plus, but not required.
  • Must be capable of communicating effectively and professionally in both written and verbal form to members of the organization and third parties.
  • Strong customer service skills and a can-do attitude are a must.
  • Must be capable of performing responsibilities with minimal supervision.
  • Must be self-motivated and able to work with very little supervision.
  • Experience and strong skills in Microsoft Office software (Outlook email, Excel, Word, PowerPoint, etc.).
  • Must be able to maintain confidentiality – access to Company confidential information must be protected at all times.
  • Must understand the necessity for always having a high standard in the following: quality of work, response to customer requests, safety, financial performance, and team morale.
  • Must have good problem resolution skills to make decisions related to customer and personnel issues in partnership with the Service Manager and HR Manager.
  • Follow up and follow through are critical elements of this position – communicate!


Working Environment:

In performing the duties of this position, the employee is required to talk and listen. The employee is occasionally required to sit. The employee is required to stand and walk throughout the workday; climb or balance; stoop, crouch and kneel. The employee must be able to climb on ladders, roofs and on occasion in high precarious places. The employee must be able to work in outdoor conditions where temperatures can exceed 100 degrees Fahrenheit during the summer. The employee must frequently lift and/or move up to 70 pounds and occasionally lift and/or move up to 80 pounds. Vision requirements include close, color and peripheral vision. Ability to work with moving mechanical parts, pressurized steam equipment, open flames, heated surfaces, liquids, and risk of electrical shock in damp, humid, or freezing conditions.

While on jobsites, this person must adhere to OSHA safety guidelines and protocols which means this person may be required to wear personal protective devices such as but not limited to hearing and eye protection.

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions



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.

Nearest Major Market: Phoenix

Job Segment: Electrical, Inspector, Power Systems, Field Service, Engineering, Quality, Energy, Manufacturing