Senior Field Support Specialist

Apply for the Senior Field Support Specialist role at Dover Food Retail
.

$69,000.00/yr - $/yr

Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading the industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as Hill Phoenix 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.

Senior Field Support Specialist

Northeast

The Senior Field Support Specialist represents both Anthony and Hillphoenix brands, creating and maintaining relationships with our Customers, Dealers, and regional contractors. This position is responsible for overseeing the Customer’s experience post shipment, supervising regional contractors to ensure prompt response, primarily focused on issue identification and resolution, new equipment start‑ups, and other engagements as required. This is a key role in gathering information in the field to ensure rapid and complete resolution to quality issues and help identify potential design changes.

• Utilize knowledge of refrigeration, mechanical, hydronic, and electrical machinery to make independent decisions about repairs, modifications, or updates to DFR equipment, giving direction to the end user or contractor.
• Train regional contractors and dealers on installation and maintenance of equipment; identify broad training opportunities and relay back to the training department.
• Supervise installation/service representatives with repairs, modifications, or updates to DFR equipment when required.
• Ensure DFR quality standards are met through customer visits and follow‑ups.
• Work with product management, engineering, and quality to define proper maintenance schedules for DFR equipment for inclusion in technical and installation manuals.
• Ensure regional contractors and dealers follow safety guidelines when overseeing installations, start‑ups, re‑models, and investigations.
• Oversee new equipment start‑ups as needed to ensure successful installation and operation, especially with new products.
Diagnose field issues systematically, creating thorough field reports that include the diagnostic process, measurements and observations collected, and final recommendations for actions to resolve. This includes scheduling and coordinating work with 3rd party service providers.
• Oversee contractor engagement for assigned region.
• Serve as subject matter expert for assigned region and manage communication between the field, the internal team(s), field sales distributors and end‑users.
• Identify quality and performance trends and report to appropriate organization to assure root cause problem resolutions.
• Minimum 80% travelling required.

• High School diploma with ten (10) or more years of relevant experience and/or five (5) years in the supermarket refrigeration industry.
• Journeyman refrigeration certificate may be required in some regions.

• AC/R certification.
• EPA Certification.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Effective speaking before groups of customers or employees.
• Calculate figures and amounts such as proportions, percentages, area, circumference, and volume.
• Apply concepts of basic algebra and geometry.
• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Collaborative Entrepreneurial Spirit
• Winning Through Customers
• Respects and Values People
• Expectation…