Senior Field Support Specialist

Job Title

Senior Field Support Specialist

Northeast Region

DFR is part of the Dover Corporation, a global manufacturer with annual revenues exceeding $7 billion. The company leads the industry in display cases, refrigeration systems, and intelligent merchandising technologies. The Senior Field Support Specialist role focuses on customer support, field service, and quality oversight across the region.

The Senior Field Support Specialist represents Anthony and Hill Phoenix brands, creating and maintaining relationships with our customers, dealers, and regional contractors.

• Utilizes knowledge of refrigeration, mechanical, hydronic, and electrical machinery to make independent decisions about repairs, modifications, or updates to DFR equipment, providing direction to end users or contractors
• Trains regional contractors and dealers on installation and maintenance of equipment, identifying broad training opportunities and relaying them back to the training department
• Supervises installation/service representatives during repairs, modifications, or updates to DFR equipment when required
• Ensures DFR quality standards are 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 follow safety guidelines during installations, start‑ups, remodels, and investigations
• Oversees new equipment start‑ups to ensure successful installation and operation, especially with new products
• Systematically diagnoses field issues, creating thorough field reports that include diagnosis processes, measurements, observations, and recommendations; schedules and coordinates work with third‑party service providers
• Oversees contractor engagement for the assigned region
• Serves as subject matter expert for the region and manages communication between the field, internal teams, field sales distributors, and end users
• Identifies quality and performance trends and reports them to the appropriate organization to assure root‑cause problem resolutions
• Assists in managing warranty claims with the quality and warranty teams
• Travels at least 80% of the time with occasional weekend travel as required

• High school diploma/GED with ten (10) or more years of HVAC or refrigeration experience and/or eight (8) years in the commercial refrigeration industry

• EPA Certification
• CO2 Transcritical
• CO2 Cascade
• Secondary Glycol
• HFC Single Units
• HFC Parallel Systems
• BMS System experience (e.g., Danfoss, CPC, Carel, Copeland, Micro Thermo)

• Ability to read, interpret, and 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 resolve issues and improve equipment quality
• Ability to speak effectively before groups of 4–30 customers or employees
• Ability to calculate figures and amounts such as proportions, percentages, area, circumference, and volume
• Ability to work independently with or without daily supervision
• Ability to solve practical problems and handle situations with limited standardization
• Ability to interpret a variety of instructions supplied in written, oral, diagram, or schedule form and communicate effectively with colleagues, contractors, end users, and third parties

• Collaborative Entrepreneurial Spirit
• Winning Through Customers
• Respects and Values People
• Expectations for Results
• High Ethical Standards, Openness, and Trust

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

Work Arrangement:
Remote

Pay Range: $69,000.00 - $

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:
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