Inside Service 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 & 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:        Inside Support Specialist            

Location:        Varies             

 

What we’re looking for:

 

We are looking for an individual with expert knowledge and experience to provide remote after-sales support for our customers and service partners.  This person will be the intermediary between field representatives, service partners, customers and internal functions ensuring accurate and efficient flow of information to resolve customer issues completely and timely with a tremendous focus on resolving the issue at first contact.  This role will report to the Inside Service Supervisor and will be based out of our local facility. Ideal candidates will take ownership of promptly solving customer inquiries and ensure that actionable voice of the customer data is captured from each customer interaction to fuel continuous improvement activities.

 

What you’ll be responsible for in this role:

 

• Provide expert remote technical support to customers, service partners and other functional departments to improve knowledge and resolve issues related to operation, installation, troubleshooting and maintenance of DFR products.
• Support Sales team, as needed, in addressing product complaints, questions, and resolutions.
• Coordinate activities related to problem resolution between quality, warranty, field service, engineering, and sourcing departments.
• Help develop technical service bulletins to educate service partners and internal parties regarding common field issues and methods of resolving.
• Act as the internal escalation point for after-sales support team, helping ensure service levels are maintained and accurate resolution.
• Working directly with Engineering and other departments when collaboration is needed to fulfill internal requests for information.
• Participate in and support process improvement initiatives.

 

What are the basic qualifications?

 

• High School diploma or GED / Equivalency.
• 2+ years of experience in a customer facing role in a business–to-business environment.
• 3+ years of experience in providing remote technical solutions in a call center environment or 3+ years’ experience with the manufacture, testing, or support of HVAC or refrigeration products.
• 2+ years’ experience with at least one DFR system used to support DFR products (IE: Syteline, Integra, AS-400, SalesForce, FSMS, etc.).

 

What are the preferred qualifications?

 

• 2 year technical degree or certification in HVAC or refrigeration.
• 2+ years remote troubleshooting / technical support experience for similar products and applications in the refrigeration industry.
• 2+ years related experience in a technical role (Service technician, Quality technician, remote technical support) in the commercial refrigeration industry.

 

To be a great fit for the role:

 

• Excellent communication and problem-solving skills
• Professional and courteous demeanor
• Strong industry knowledge and experience
• Superior technical aptitude and mechanical inclination with high emphasis given to the ability to understand and trouble shoot electrical circuitry and applicable schematics.
• Be a customer and brand advocate.
• Familiarity and use of formal problem-solving techniques
• Adept at using customer contact technology and software (telephony systems, CRM – Salesforce preferred)
• Good communications skills with a customer service focus.
• Ability to interpret store layout and technical documents.
• Proficiency with MS products (Outlook, Powerpoint, Excel, Word, V