Manager, Inside Service Support

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:        Manager, Inside Service Support        

Location:       Sylmar, CA or Remote  

 

What we’re looking for:

 

We are looking for an individual with expert knowledge and experience to lead our Inside Service Support Team. This team provides remote after-sales support for our customers and service partners on a broad range of commercial and retail refrigeration products. You will be responsible for managing the day-to-day operations of the team, ensuring an efficient flow of information to resolve customer issues completely and timely. You will be a leader and mentor to support staff and will work with other team supervisors on support projects. This role will report to the Inside Service Senior Manager and will be based out of our local facility. Ideal candidates will have expert level technical knowledge of multiple products and have proven experience as a supervisor.

 

What you’ll be responsible for in this role:

 

• Manage the day-to-day operation and supervision of the Inside Service Support team.
• Establish metrics and measure the performance of the team.
• Develop support staff to ensure personnel and professional growth.
• Be a point of escalation and resolve issues that fall outside established performance criteria. Act as the internal escalation point for after-sales support team, helping ensure service levels are maintained and accurate resolution.
• Be a point of contact for the Sales team in addressing product complaints, questions, and resolutions.
• Coordinate activities related to problem resolution between quality, warranty, field service, engineering, and sourcing departments.
• Help design and deploy field programs work 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)
• Coordinate the development of technical documentation.
• Represent Service function in new product development initiatives and field trials (design, deployment, data collection, analysis, report-out, coordination with other functions).
• Provide data and analysis of the support activities to support internal inquiries of product performance.
• Identify opportunities, drive and support process improvement initiatives.
• Work with other support team supervisors on strategic initiative to improve the overall customer support experience.

 

What are the basic qualifications?

 

• Associate's degree or certification in HVACR or an engineering discipline and at least 5 years of experience in a technical support role or at least 7 years of progressive technical support experience in a business-to-business HVAC/R environment.
• 5+ years of experience in a support, service, testing, manufacturing or engineering role with at least two of the following refrigeration systems:
  • DX, Glycol, and CO2 systems
  • Retail refrigeration and heated products
  • Walk-in coolers, walk-in freezers, and commercial refrigeration glass display doors
• 3+ years of leadership experience

 

What are the preferred qualifications?

 

• Bachelor’s degree in a related discipline.

 

To be a great fit for the role:

 

• 2+ years of experience as a supervisor or manager of a support team in a similar industry.
• 2+ years of experience managing support projects or campaigns.
• 2+ years’ experience with at least two DFR system used to support DFR products (IE: Syteline, Integra, AS-400, Salesforce, FSMS