Senior Field Support Specialist

Dover Corporation•Conyers, GA

1d•$69,000 - $125,000•Remote

About The Position

Dover Food Retail (DFR), part of Dover Corporation’s Refrigeration and Food Equipment segment, manufactures display cases, specialty products, refrigeration and power systems, and related services. The Senior Field Support Specialist represents the Anthony and Hillphoenix brands and builds and maintains relationships with customers, dealers, and regional contractors. The role oversees the customer experience after shipment, coordinates regional contractor responses, and focuses on identifying and resolving issues, starting up new equipment, and supporting other field engagements. It also gathers field information to support prompt resolution of quality problems and identify potential product design changes. This position uses refrigeration, mechanical, hydronic, and electrical equipment knowledge to guide repairs and equipment updates. It provides contractor and dealer training, supports safe and successful installations and start-ups, and coordinates investigations and service providers. The specialist diagnoses field problems, documents findings and recommendations in detailed reports, communicates across customers and internal teams, and tracks quality and performance trends. The position requires a minimum of 80% travel and covers the Northeast Region.

Requirements

High school diploma and ten or more years of relevant experience, or five years of experience in the supermarket refrigeration industry.
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 groups of customers or company employees.
Ability to calculate figures and amounts, including proportions, percentages, area, circumference, and volume.
Ability to apply basic algebra and geometry concepts.
Ability to solve practical problems involving concrete variables and limited standardization.
Ability to interpret written, oral, diagrammatic, or schedule-based instructions.
Ability to travel a minimum of 80%.

Nice To Haves

AC/R certification.
EPA Certification.

Responsibilities

Represent the Anthony and Hillphoenix brands and maintain relationships with customers, dealers, and regional contractors.
Oversee customers’ post-shipment experience and supervise regional contractors to support prompt responses and issue resolution.
Use knowledge of refrigeration, mechanical, hydronic, and electrical machinery to independently guide repairs, modifications, or updates to DFR equipment.
Train regional contractors and dealers on equipment installation and maintenance, identify broader training needs, and relay them to the training department.
Supervise installation and service representatives carrying out repairs, modifications, or updates when required.
Conduct customer visits and follow-ups to ensure DFR quality standards are met.
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 help ensure successful installation and operation.
Systematically diagnose field issues and prepare thorough reports documenting diagnostic methods, measurements, observations, conclusions, and recommended actions.
Schedule and coordinate work with third-party service providers and oversee contractor engagement for the assigned region.
Serve as the subject matter expert for the assigned region and manage communication among field teams, 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.
Travel at least 80% of the time.