Supervisor, Inside Service at Dover Corp in Sylmar, California

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: Supervisor, Inside Service

Location: Sylmar, CA

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 oversee the daily activities of the Internal Support Team and develop and implement solutions to resolve Customer technical issues completely and timely with a tremendous focus on resolving the issue at first contact. This role will report to the Warranty Manager and will be based out of our Sylmar, CA facility.

What you'll be responsible for in this role:

• Lead Inside Service Specialists to effectively respond to customer questions and troubleshoot equipment issues by continually improving our tools, methods, knowledge, and processes.


• Act as liaison with field representatives, service partners, customers and internal functions ensuring accurate and efficient flow of information.


• Develop and coach team members through regular performance feedback and promote learning across the organization.


• Support Sales team, as needed, in addressing product complaints, questions, and resolutions.


• 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 activities related to problem resolution between quality, warranty, engineering, and sourcing departments.


• 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.


• Work directly with Engineering and other departments when collaboration is needed to fulfill internal requests for information.


• Assist the team with 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.


• Represent the Inside Service function in new product development initiatives and field trials (design, deployment, data collection, analysis, report-out, coordination with other functions).


• Participate in and support process improvement initiatives

What are the basic qualifications?

• High School Diploma or GED


• 3+ years in a supervisory position


• 5+ years technical support / direct customer assistance experience

What are the preferred qualifications?

• BA/BS in engineering or related field


• 7+ years industry experience

To be a great fit for the role:

• Excellent communication and problem-solving skills


• Proven ability to coach, train, and motivate employees


• Professional and courteous demeanor


• Strong industry knowledge and experience


• 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)


• Customer-centric mentality


• Ability to interpret store layout and technical documents


• Proficiency with MS products (Outlook, PowerPoint, Excel, Word, Visio)

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 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.