Senior Field Support Specialist

Dover Food Retail•Atlanta, GA

13d•Remote

About The Position

The Senior Field Support Specialist represents both Anthony and Hillphoenix brands, creating and maintaining relationships with our Customers, Dealers, and regional contractors. This position is responsible for overseeing the Customer’s experience post shipment, supervising regional contractors to ensure prompt response, primarily focused on issue identification and resolution, new equipment start-ups, and other engagements as required. This is a key role in gathering information in the field to ensure rapid and complete resolution to quality issues and help identify potential design changes.

Requirements

High School diploma/GED with ten (10) or more years of HVAC or Refrigeration experience and or (8) years in the Commercial refrigeration industry
Ability to read, interpret & communicate documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence for various equipment support roles to obtain resolve and improve the quality of our equipment to our end user.
Ability to speak effectively before groups of 4-30 customers or employees of organization.
Ability to calculate figures and amounts such as, proportions, percentages, area, circumference, and volume.
Ability to work independently with or without direct daily supervision
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form with being able to effectively communicate to colleagues, contractor, end user and or a 3rd party when required

Nice To Haves

EPA Certification
Co2 Transcritical
Co2 Cascade
Secondary Glycol
HFC Single Units
HFC Parallel systems
BMS System - Danfoss, CPC, Carel, Copeland, Micro Thermo etc

Responsibilities

Utilizes knowledge of refrigeration, mechanical, hydronic, and electrical machinery to make independent decisions about repairs, modifications, or updates to DFR equipment, by giving direction to the end user or contractor
Trains regional contractors and dealers on installation and maintenance of equipment; identifying broad training opportunities and relaying back to training department
Supervises installation/service representatives with repairs, modifications, or updates to DFR equipment when required
Ensures DFR quality standards are being met through Customer visits and follow-ups
Works with product management, engineering, and quality to define proper maintenance schedules for DFR equipment for inclusion in technical and installation manuals
Ensures regional contractors and dealers are following safety guidelines when overseeing installations, start-ups, re-models, and investigations
Oversees new equipment start-ups as needed to ensure successful installation and operation, especially with new products
Systematically diagnoses field issues, creating thorough field reports that include the process used to diagnose, the measurements and observations collected, and finally developing a robust conclusion with recommendations on actions to resolve; this includes scheduling and coordinating work with 3rd party service providers.
Oversees contractor engagement for assigned region
Serves as subject matter expert for assigned region & manages the communication between the field, the internal team(s), field sales distributors and end-users.
Identify quality and performance trends and report out to appropriate organization to assure root cause problem resolutions
Assist in managing warranty claims with the quality and warranty teams