Senior Field Support Specialist Job at Dover Precision Components (Conyers)

Job Description

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.

Job Responsibility

Represents both Anthony and Hillphoenix brands, creating and maintaining relationships with our Customers, Dealers, and regional contractors
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
Key role in gathering information in the field to ensure rapid and complete resolution to quality issues and help identify potential design changes
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

Requirements

High School diploma with ten (10) or more years of relevant experience and or five (5) years in the supermarket refrigeration industry
Journeyman refrigeration certificate maybe required in some regions
AC/R certification
EPA Certification
Ability to read and interpret documents such as 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 employees of organization
Ability to calculate figures and amounts such as, proportions, percentages, area, circumference, and volume
Ability to apply concepts of basic algebra and geometry
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
Minimum 80% travelling requirements

What we offer

Medical, Dental, and Vision
401k Retirement Plan
Flexible Spending
Paid Holidays

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