Our Story:
Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony.
DFR is part of the Climate and Sustainability Technologies segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion.
DFR is built on creativity and customer-centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail.
Job Title: Strategic Account Service Specialist
Location: Remote
What we are looking for:
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.
What you will be responsible for in this role:
- 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
- Minimum 80% travelling requirements with occasional weekend travel when necessary
What are the basic qualifications?
- High School diploma/GED with ten (10) or more years of HVAC or Refrigeration experience and or (8) years in the Commercial refrigeration industry.
What are the preferred qualifications?
- 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)
To be a great fit for the role:
- 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.)
How We Define Our Values and Why You Should Join Our Team:
The backbone behind our collection of outstanding businesses is a team of dedicated employees who protect and enhance our valued reputation for quality and delivering what we promise. It’s our values that define Dover to all of our key audiences: our shareholders, customers, prospective employees and especially to ourselves.
These values must be expressed in our work and embody our actions, as they form the basis by which we do our jobs, make decisions and measure our performance. It’s our unwavering commitment to maintaining our values that defines who we are as a Company.
- Collaborative Entrepreneurial Spirit
- Winning Through Customers
- Respects and Values People
- Expectations for Results
- High Ethical Standards, Openness, and Trust
What’s in it for you?
- Medical, Dental, and Vision
- 401k Retirement Plan
- Flexible Spending
- Paid Holidays
#LI-CW2
#LI-Remote
Work Arrangement : Remote
Pay Range: $69,000.00 - $124,000.00
We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.
Benefits: Benefits for this position include: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, including business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.
The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.
Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact BOT@doverfoodretail.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.
Fraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/. To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.
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