Inside Service Specialist

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 Refrigeration and Food Equipment 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.

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 Support Leader 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.

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, etc.).

Preferred Qualifications

• 2 years 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 communication skills with a customer service focus.
• Ability to interpret store layout and technical documents.
• Proficiency with MS products (Outlook, Powerpoint, Excel, Word, Visio).

We consider several job‑related, non‑discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

Benefits for this position include: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, including business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact [email protected] for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Job Function : Customer Service