Inside Service Support Specialist

Responsibilities

• Provide expert remote technical support to customers and service partners regarding the operation, installation, troubleshooting, and maintenance of refrigeration products
• Coordinate problem resolution activities between quality, warranty, field service, engineering, and sourcing departments
• Support the Sales team in addressing product complaints, questions, and resolutions
• Help develop technical service bulletins to educate service partners and internal parties regarding common field issues
• Act as the internal escalation point for the after-sales support team to ensure accurate and timely resolution
• Participate in and support process improvement initiatives

Requirements

• High School diploma or GED / Equivalency
• 2+ years of experience in a customer-facing role in a B2B environment
• 3+ years of experience in remote technical support or experience with the manufacture, testing, or support of HVAC/refrigeration products
• 2+ years of experience with systems such as Syteline, Integra, AS-400, or Salesforce

Preferred Qualifications

• 2-year technical degree or certification in HVAC or refrigeration
• 2+ years of remote troubleshooting experience for similar products in the refrigeration industry
• 2+ years of experience in a technical role (Service Technician, Quality Technician, or remote technical support) within the commercial refrigeration industry
• Proficiency with MS Office products (Outlook, PowerPoint, Excel, Word, Visio)

Benefits

• Medical, Dental, and Vision insurance
• 401k Retirement Plan
• Flexible Spending accounts
• Paid Holidays

About the Company

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