Leader, Inside Service Support

Dover Food Retail•Chester, VA

9h•Onsite

About The Position

Dover Food Retail (DFR) is seeking an individual with technical skills and business acumen to lead the Inside Service Support team based in our Richmond, VA plant. This team provides technical support for our customers and service partners on a broad range of commercial and retail refrigeration products. The role is responsible for the day-to-day operations of the Inside Service Support team to ensure an efficient flow of information which will resolve customer issues in a timely manner. Working with a geographically diverse team, this role will develop a culture of customer service excellence. Additionally, this leader will help develop and drive process improvement initiatives across all of the After Sales Support team functions. Reporting to the Senior Manager, Product Service, this role will also work closely with our Field Services teams, channel partners, Customers, and internal functional partners as we continue to develop an industry-leading Service function. This role is onsite at our Richmond, VA plant.

Requirements

Bachelor’s degree in operations management, business administration, engineering, ( or equivalent experience)
5 years of experience supporting engineered products.
5 years of leadership, leading teams in a matrixed organization

Nice To Haves

5+ years in a manufacturing environment
Direct supervisory experience leading team of 5 or more
Significant structured process improvement experience (Six Sigma/Lean)
Adept at using customer contact technology and software telephony systems (InContact Preferred), CRM (Salesforce Highly Preferred)
Significant technical knowledge of commercial refrigeration applications and industry
Ability to coach / mentor technical associates and ability to lead remotely
Superior ability to communicate both externally and internally
Decisive and able to be clear and confident voice when faced with ambiguity
Uses Voice of Customer (VOC) and data / metrics to drive improvements
Comfortable managing multiple projects
Strong sense of urgency and commitment to resolving Customer issues
Experience with HVAC-R equipment and operation

Responsibilities

Providing Expert Remote Technical Support for Delivered Product
Manage the day-to-day operation and supervision of the Case & Anthony Inside Service Support team based in Richmond, VA
Drive first contact resolution
Support Sales team, as needed, in addressing product complaints, questions, and resolutions
Help with training channel partners, Customers and internal departments on service practices and methods
Creating a steady pipeline of talent to ensure seamless Customer Experience for years to come
Assist in leading projects relating to Inside Service projects and processes
Develop support staff to ensure personnel and professional growth
Acting as Internal Escalation Point for Technical Support
Assist in development of escalation protocol for internal stakeholders to facilitate speed and accuracy of Customer requests through internal channels
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)
Develops, drives, and supports process improvement initiatives.
Coordination of Issue Resolution
Coordinate activities related to problem resolution between quality, warranty, engineering, and sourcing departments, serving as the face of the Product Services team for the Richmond division
Represent Service function in quality improvement processes and initiatives (Quality Board)
Help design and deploy field 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)