Senior Manager, Inside Service

What were looking for :

We are looking for an individual to lead our Inside Service Team. Working with a geographically dispersed team, this role will develop a culture of Customer support and expert technical knowledge.

This role will also act as the hub in resolving Customer issues, closely watching developing trends and communicating both internally and externally so timely and appropriate action can be taken to resolve.

Reporting to the Director of After Sales Support, this role will work closely with our channel partners, Customers, and internal functional partners as we continue to develop an industry-leading Service function.

What youll be responsible for in this role :

Providing Expert Remote Technical Support for Delivered Product

• Sets strategy for providing technical support to customers, channel partners and other functional departments to improve knowledge and resolve issues related to operation, installation, troubleshooting and maintenance of DFR products
• Drive first contact resolution
• Support Sales team, as needed, in addressing product complaints, questions, and resolutions
• Help with training channel partners, Customers and internal departments on service practices and methods
• Creating a steady pipeline of talent to ensure seamless Customer Experience for years to come
• Leads projects relating to Inside Service projects and processes

Acting as Internal Escalation Point for Technical Support

• Helping develop an escalation protocol for internal stakeholders to facilitate speed and accuracy of Customer requests through internal channels
• Working directly with Engineering and other departments when collaboration is needed to fulfill internal requests for information
• Represent Service function in new product development initiatives and field trials (design, deployment, data collection, analysis, report-out, coordination with other functions)
• Initiates some process improvement initiatives and participates in and supports process improvement initiatives

Coordination of Issue Resolution

• Coordinate activities related to problem resolution between quality, warranty, engineering, and sourcing departments, serving as the face of the Inside Services team across the organization
• Represent Service function in quality improvement processes and initiatives (Quality Board)
• Help design and deploy field programs (i.e. related to epidemics), including coordinating execution, data gathering, report generation, results tracking, and communication to stakeholders, etc.

including coordinating with internal functions and external parties (i.e. Customers, contractors, suppliers)

Inform internal and external stakeholders about service concerns and / or solutions via technical reports / field bulletins

What are the basic qualifications?

• Bachelors degree
• 12+ years managing technical support teams

What are the preferred qualifications?

• 5+ years in a manufacturing environment
• 5+ years managing geographically dispersed teams of 10 or more

To be a great fit for the role :

• Adept at using customer contact technology and software telephony systems (InContact Preferred), CRM (Salesforce Highly Preferred)
• Significant technical knowledge of commercial refrigeration applications and industry
• Ability to coach / mentor technical associates and ability to lead remotely
• Superior ability to communicate both externally and internally
• Decisive and able to be the clear and confident voice when faced with ambiguity
• Uses Voice of Customer (VOC) and data / metrics to drive improvements
• Comfortable managing multiple projects
• Strong sense of urgency and commitment to resolving Customer issues

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.

Its our values that define Dover to all 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.

Its 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

Whats in it for you?

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

LI-CW2

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.