1 Senior Manager, Inside Service Job in Conyers, GA
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Senior Manager, Inside Service
$88k-117k (estimate)
Full Time
2 Weeks Ago
Dover Food Retail is Hiring a Senior Manager, Inside Service Near Conyers, GA
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: Senior Manager, Inside Service
Location: Conyers, GA
What we’re 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 you’ll be responsible for in this role:Providing Expert Remote Technical Support for Delivered Product
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.
Location: Conyers, GA
What we’re 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 you’ll 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
- 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
- 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
- Bachelor’s degree
- 12 years managing technical support teams
- 5 years in a manufacturing environment
- 5 years managing geographically dispersed teams of 10 or more
- 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
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
- Medical, Dental, and Vision
- 401k Retirement Plan
- Flexible Spending
- Paid Holidays
Job Summary
JOB TYPE
Full Time
SALARY
$88k-117k (estimate)
POST DATE
06/06/2024
EXPIRATION DATE
07/03/2024
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