Senior Field Support Specialist
About The Position
The Senior Field Support Specialist represents the Anthony and Hillphoenix brands and develops and maintains relationships with customers, dealers, and regional contractors. The role oversees the customer experience after shipment, supervises regional contractors to support prompt response, and focuses on identifying and resolving issues, starting up new equipment, and handling other field engagements. It also gathers field information to support rapid, complete resolution of quality issues and identify potential design changes. The position covers the West/Central Region and requires at least 80% travel.
Requirements
- High school diploma and ten or more years of relevant experience, or five years of experience in the supermarket refrigeration industry.
- A journeyman refrigeration certificate may be required in some regions.
- Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before customer groups or company employees.
- Ability to calculate figures and amounts, including proportions, percentages, area, circumference, and volume.
- Ability to apply basic algebra and geometry.
- Ability to solve practical problems involving concrete variables and limited standardization.
- Ability to interpret written, oral, diagrammatic, or schedule-form instructions.
- Ability to travel at least 80% of the time.
Nice To Haves
- AC/R certification.
- EPA certification.
Responsibilities
- Use knowledge of refrigeration, mechanical, hydronic, and electrical machinery to make independent decisions about repairs, modifications, and updates to DFR equipment, and direct end users or contractors accordingly.
- Train regional contractors and dealers on equipment installation and maintenance, identify broader training opportunities, and communicate them to the training department.
- Supervise installation and service representatives performing repairs, modifications, or updates to DFR equipment when needed.
- Ensure DFR quality standards through customer visits and follow-ups.
- Work with product management, engineering, and quality teams to define maintenance schedules for inclusion in technical and installation manuals.
- Ensure regional contractors and dealers follow safety guidelines during installations, start-ups, remodels, and investigations.
- Oversee new equipment start-ups as needed, particularly for new products, to ensure successful installation and operation.
- Systematically diagnose field issues and prepare thorough field reports documenting diagnostic processes, measurements, observations, conclusions, and recommended actions; schedule and coordinate work with third-party service providers.
- Oversee contractor engagement for the assigned region.
- Serve as the subject matter expert for the assigned region and manage communication among field personnel, internal teams, field sales distributors, and end users.
- Identify quality and performance trends and report them to the appropriate organization to support root-cause resolution.
Benefits
- Medical, dental, and vision coverage.
- 401(k) retirement plan.
- Flexible spending.
- Paid holidays.
- Position eligible for a discretionary performance-based bonus.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
