Strategic Account Service Specialist

Dover Corporation•Conyers, GA

23d•$69,000 - $124,000•Remote

About The Position

The Strategic Account Service Specialist represents both Anthony and Hillphoenix brands (Dover Food Retail - DFR), creating and maintaining relationships with our customers, dealers, and regional contractors. This position serves as the primary point of contact and service manager for assigned customers and/or initiatives. The leader in this role is responsible for overseeing, managing, & driving exceptional customer outcomes related to after-sales support for assigned customers. The successful candidate will possess deep commercial refrigeration expertise, project management skills, and the ability to lead & drive results in a highly matrixed organization. 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. This role will work closely with multiple functions in ensuring that we deliver after-sales support with a consistent focus on exceeding our customers' expectations.

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 4-50 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
Comfortable / effective with managing multiple projects
Skilled in using technology / scalable methods in collecting, summarizing, and reporting information
3+ years-experience setting up and using project management tools (MS Projects, Excel smartsheet, etc.)
Minimum 80% travelling requirements with occasional weekend travel when necessary

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
Prior experience managing projects in an OEM service environment
Prior experience in managing projects with heavy Engineering and / or Quality participation
Superior interpersonal and communication skills
Strong communication skills. Strong MS tools skills (Word, Excel, Powerpoint etc)

Responsibilities

Serve as primary point of contact for assigned customers to communicate to manage communication between the field, the internal team(s) & sales team (s).
Utilize 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
Work with contractors and dealers on installation and maintenance of equipment; identifying broad training opportunities and relaying back to training department
Ensure 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
Oversee new equipment start-ups as needed to ensure successful installation and operation, especially with new products
Serves as subject matter expert for assigned customers & manages communication between the field, the internal team(s), field sales distributors and end-users.
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 customers
Identify quality and performance trends and report to the appropriate organization to assure root cause problem resolutions
Develop, manage and drive critical customer KPIs as well as internal metrics