Field Support Specialist at Dover Corp in Conyers, Georgia

Job Description:

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 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.

Job Title:Regional Field Support Specialist

Location: Western, Eastern & Central NY or PA

What we are looking for:

The Field Support Specialist (FSS) represents all divisions of Dover Food Retail (DFR) customers, installation/servicing contractors and end users. This position may oversee installation of equipment on customer sites. The FSS interacts with the DFR dealer network and provides technical support and training to Sales, store owners and outside contractors. At times the FSS may directly or personally support product delivery, quality assurance, installation oversight, training, and the service and repair of DFR equipment. The FSS is also responsible for the management of warranty claims (~$300K annually) as well as oversight and management of contracted labor.

What you will be responsible for in this role:

• Consistently exercises independent discretion and judgement while utilizing advanced knowledge of refrigeration, mechanical, hydronic, and electrical principles to make decisions about repairs, modifications, or updates to DFR equipment.


• Manages the preparation and implementation of training/technical assistance to dealers, contractors, sales, customers, and engineering.


• Governs support level and guidance to installation/service representatives with repairs, modifications, or updates to DFR equipment when required which may include working nights, weekends, and other off-peak hours to minimize store disruptions.


• Manages field support quality services standards and collaborates closely with Sales and Service Parts personnel.


• 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.


• Manages and ensures all field corrective measures conducted on DFR equipment in assigned region are in accordance to company policy, practice and procedure.


• Promotes sale of company products or equipment to customers and maintains goodwill of customer during installation periods.


• May operate in the field or be assigned directly to customer facility to provide technical support. May be temporarily assigned to other geographic regions as need arises.


• Regulates one's own time and thoroughly documents all calls in a timely manner, to identify quality and performance trends. Reports trends to appropriate organization to assure root cause problem resolutions.


• Responsible for managing the distribution of work authorizations to sub-contractors and manages the follow through process of sub-contractor invoicing.


• Oversees the resolution of refrigeration system integrations independently and in a timely manner.


• Communicates effectively with Engineering and R&D staff for commercialization of new products and technology


• Manages start-ups and the commissioning of Supermarket level refrigeration and microprocessor controls equipment.

What are the basic qualifications?

• High School diploma with seven (7) or more years of relevant experience


• Five (5) years in the supermarket refrigeration industry, and/or training; or equivalent combination of education and experience.


• Journeyman refrigeration certificate maybe required in some regions.


• AC/R certification Required


• EPA Certification Required


• Refrigeration System and Building automation controls experience preferred

To be a great fit for the role:

• Ability to operate independently


• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.


• Ability to write complex reports and correspondence.


• Ability to speak effectively before groups of customers or employees of organization.

• Ability to calculate figures and amounts such as, proportions, percentages, area, circumference, and volume.


• Ability to apply concepts of basic algebra and geometry.

• Ability to solve complex problems and deal with a variety of concrete variables in situations where only limited standardization exists.


• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


• Strong Mechanical aptitude skills

How We Define Our Values and Why You Should Join Our Team:

The backbone behind our collection of outstanding businesses is a team of dedicated employees who protect and enhance our valued reputation for quality and delivering what we promise. It's our values that define Dover to all of our key audiences: our shareholders, customers, prospective employees and especially to ourselves.

These values must be expressed in our work and embody our actions, as they form the basis by which we do our jobs, make decisions and measure our performance. It's our unwavering commitment to maintaining our values that defines who we are as a Company.

• Collaborative Entrepreneurial Spirit


• Winning Through Customers


• Respects and Values People


• Expectations for Results


• High Ethical Standards, Openness, and Trust

What's in it for you?

• Medical, Dental, and Vision


• 401k Retirement Plan


• Flexible Spending


• Paid Holidays

#LI-FG1

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.