Senior Field Support Specialist

Senior Field Support Specialist

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.

The responsibilities of this role include:

• Utilizing 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
• Training regional contractors and dealers on installation and maintenance of equipment; identifying broad training opportunities and relaying back to training department
• Supervising installation/service representatives with repairs, modifications, or updates to DFR equipment when required
• Ensuring DFR quality standards are being met through Customer visits and follow-ups
• Working with product management, engineering, and quality to define proper maintenance schedules for DFR equipment for inclusion in technical and installation manuals
• Ensuring regional contractors and dealers are following safety guidelines when overseeing installations, start-ups, re-models, and investigations
• Overseeing new equipment start-ups as needed to ensure successful installation and operation, especially with new products
• Systematically diagnosing 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
• Overseeing contractor engagement for assigned region
• Serving as subject matter expert for assigned region & managing the communication between the field, the internal team(s), field sales distributors and end-users
• Identifying quality and performance trends and reporting out to appropriate organization to assure root cause problem resolutions
• Minimum 80% travelling requirements

The basic qualifications for this role include:

• 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

Preferred qualifications include:

• AC/R certification
• EPA Certification

To be a great fit for the role, you should have the ability to:

• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Write routine reports and correspondence
• Speak effectively before groups of customers or employees of organization
• 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

Dover Food Retail values a collaborative entrepreneurial spirit, winning through customers, respecting and valuing people, expectations for results, and high ethical standards, openness, and trust.

Benefits include medical, dental, and vision; 401k retirement plan; flexible spending; paid holidays.