Inside Service Specialist

Responsibilities

• Provide expert remote technical support to customers and service partners regarding the operation, installation, troubleshooting, and maintenance of refrigeration products.
• Act as an intermediary between field representatives, service partners, and internal departments to ensure efficient information flow and timely issue resolution.
• Coordinate problem resolution activities between quality, warranty, field service, engineering, and sourcing departments.
• Assist in developing technical service bulletins to educate partners on common field issues and resolution methods.
• Serve as an internal escalation point for the after-sales support team to maintain high service levels.
• Capture actionable "voice of the customer" data from interactions to drive continuous improvement.

Requirements

• High School diploma or GED / Equivalency.
• 2+ years of experience in a B2B customer-facing role.
• 3+ years of experience in remote technical support (call center environment) or 3+ years of experience with the manufacture, testing, or support of HVAC/refrigeration products.
• 2+ years of experience using systems such as Syteline, Integra, AS-400, or Salesforce.
• Strong technical aptitude with the ability to understand electrical circuitry and schematics.

Preferred Qualifications

• 2-year technical degree or certification in HVAC or refrigeration.
• 2+ years of remote troubleshooting experience specifically within the refrigeration industry.
• Previous experience in a technical role such as a Service Technician or Quality Technician in the commercial refrigeration sector.

Benefits

• 401(k) savings plan with employer contributions.
• Medical, dental, and vision insurance.
• Wellness programs and Health Savings Accounts (HSA).
• Company-paid short-term and long-term disability.
• Paid time off and parental leave.
• Employee discounts and assistance programs.

About the Company

Dover Food Retail (DFR) is a leading manufacturer of display cases, specialty products, and refrigeration systems. Operating under brands such as HillPhoenix and Anthony, DFR is part of the Dover Corporation, a diversified global manufacturer with annual revenues exceeding $7 billion.