Inside Support Specialist

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: Inside Support Specialist

Location: Sylmar, CA or Conyers, GA

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 Supervisor and will be based out of our Sylmar, CA facility or our Conyers, GA 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 with emphasis given to experience in the Anthony International product line
• 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 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)
• 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
• Represent 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?

• 
  5 years of experience in providing remote technical solutions in a call center environment
• High school diploma or GED / Equivalency

What are the preferred qualifications?

• 
  Technical degree or certification
• 2 years remote troubleshooting / technical support experience for similar products and applications
• 2 years related experience in a technical role (Service technician, Quality technician, remote technical support)

To be a great fit for the role:

• 
  Bachelor’s degree in a related discipline
• 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)
• 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.