Strategic Account Service Specialist

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Location:

Conyers, GA, US, 30013

Work Arrangement:
Remote

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 Hill Phoenix 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

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.

• 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.

• High School diploma/GED with ten (10) or more years of HVAC or Refrigeration experience and or (8) years in the Commercial refrigeration industry.