Senior Manager, Field Services

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 & Sustainable 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, Field Services        

Location:        Conyers, GA

 

What we’re looking for:

 

We are looking for an individual to lead our Field 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 channel partners, customers, and internal functional partners as we continue to develop an industry-leading service function. The Field Services Senior Manager will be responsible for overseeing and optimizing all aspects of our After Sale Support team field service operations. This role requires a strategic thinker with strong leadership skills, who can manage cross-functional teams, drive process improvements, and ensure the highest standards of customer service, quality, and safety. The ideal candidate will have a deep understanding of operations management across multiple disciplines, including customer service, quality, Environmental Health and Safety (EHS), finance, process control, business systems, and reporting.

 

 

What you’ll be responsible for in this role:

 

• Services Operational Leadership:
  • Lead and manage all aspects of field service operations, ensuring alignment with company goals and customer expectations.
  • Develop and implement operational strategies to enhance efficiency, productivity, and profitability.
  • Collaborate with senior leadership to set operational goals and monitor progress towards achieving them.
  • Drive world class customer support in a dynamic and diverse customer base for both planned and unplanned service experiences.
• Customer Service & Quality Management:
  • Ensure exceptional customer service by overseeing the timely and effective resolution of customer issues and inquiries.<