[Hiring] Senior Field Support Specialist @Dover Corporation

Role Description

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.

What you will be responsible for in this role:

• Utilizes knowledge of refrigeration, mechanical, hydronic, and electrical machinery to make independent decisions about repairs, modifications, or updates to DFR equipment, by giving direction to the end user or contractor.
• Trains regional contractors and dealers on installation and maintenance of equipment; identifying broad training opportunities and relaying back to training department.
• Supervises installation/service representatives with repairs, modifications, or updates to DFR equipment when required.
• Ensures DFR quality standards are being met through Customer visits and follow-ups.
• Works with product management, engineering, and quality to define proper maintenance schedules for DFR equipment for inclusion in technical and installation manuals.
• Ensures regional contractors and dealers are following safety guidelines when overseeing installations, start-ups, re-models, and investigations.
• Oversees new equipment start-ups as needed to ensure successful installation and operation, especially with new products.
• Systematically diagnoses field issues, creating thorough field reports that include the process used to diagnose, the measurements and observations collected, and finally developing a robust conclusion with recommendations on actions to resolve; this includes scheduling and coordinating work with 3rd party service providers.
• Oversees contractor engagement for assigned region.
• Serves as subject matter expert for assigned region & manages the communication between the field, the internal team(s), field sales distributors and end-users.
• Identify quality and performance trends and report out to appropriate organization to assure root cause problem resolutions.
• Minimum 80% travelling requirements.

Qualifications

• 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.

Requirements

• AC/R certification.
• EPA Certification.

Benefits

• Medical, Dental, and Vision.
• 401k Retirement Plan.
• Flexible Spending.
• Paid Holidays.