Senior Manager, Field Services

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 & Sustainable 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, Field Services

Location: Conyers, GA

What we're looking for:

We are looking for an individual to lead our Field 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. The Field Services Senior Manager will be responsible for overseeing and optimizing all aspects of our After Sale Support team field service operations. This role requires a strategic thinker with strong leadership skills, who can manage cross-functional teams, drive process improvements, and ensure the highest standards of customer service, quality, and safety. The ideal candidate will have a deep understanding of operations management across multiple disciplines, including customer service, quality, Environmental Health and Safety (EHS), finance, process control, business systems, and reporting.

What you'll be responsible for in this role:

• Services Operational Leadership:
  • Lead and manage all aspects of field service operations, ensuring alignment with company goals and customer expectations.
  • Develop and implement operational strategies to enhance efficiency, productivity, and profitability.
  • Collaborate with senior leadership to set operational goals and monitor progress towards achieving them.
  • Drive world class customer support in a dynamic and diverse customer base for both planned and unplanned service experiences.
• Customer Service & Quality Management:
  • Ensure exceptional customer service by overseeing the timely and effective resolution of customer issues and inquiries.
  • Partner with Internal Services, Engineering, Operations, and Quality teams to help drive industry leading quality, and true root cause corrective actions.
  • Foster a culture of continuous improvement focused on enhancing service product quality and service delivery.
• EHS & Compliance:
  • Lead initiatives to maintain and improve safety standards amongst field services operations, ensuring compliance with all relevant regulations and company policies.
  • Promote a safe and healthy work environment through proactive EHS management and employee engagement.
• Commercial, Financial & Process Management:
  • Partner with commercial and finance teams to help build field services boiler plate proposal language and differentiate field services as a commercial offering and advantage.
  • Drive process control and improvements to minimize margin erosion and drive out hidden parts or services costs.
• Reporting & Metrics:
  • Develop and maintain robust reporting systems to monitor key performance indicators (KPIs) across all areas of field services operations.
  • Provide regular updates to senior leadership on operational performance, highlighting areas of success and opportunities for improvement.
• Business Systems & Technology:
  • Oversee the implementation and management of business systems that support operational efficiency, including ERP, CRM, and other relevant software.
  • Stay abreast of technological advancements and recommend new tools and systems that can drive operational improvements.
• Team Leadership & Development:
  • Lead, mentor, and develop the services operations team, fostering a culture of accountability, collaboration, and continuous learning. Identify and address skill gaps within the team, ensuring ongoing professional development and training opportunities.
  • Develop a rhythm for team status reviews, team Q&A sessions, motivational events, and career milestone recognition.
  • Partner with Human Resources team to help drive recruiting and employee retention initiatives.

What are the basic qualifications?

• Bachelor's degree in operations management, business administration, engineering, (or equivalent experience), plus 12 years of experience in customer service related to the field support of engineered products.
• 8 years of leadership, leading remote teams in a matrixed organization

What are the preferred qualifications?

• MBA or relevant advanced degree preferred.
• Track record of success in a manufacturing or industrial environment.
• Proven leadership skills with the ability to inspire and manage cross-functional teams, including remote employees.
• Strong understanding of operational disciplines including customer service, quality, EHS, finance, process control, and business systems.
• Excellent problem-solving skills with the ability to think strategically and execute effectively.
• Strong financial acumen, with experience in budgeting, forecasting, and financial reporting, metrics creation and management.
• Excellent communication and interpersonal skills, with the ability to work effectively with all levels of the organization

To be a great fit for the role:

• Adept at using customer contact technology and software telephony systems (InContact Preferred), CRM (Salesforce Highly Preferred, Service Max)
• Technical knowledge of commercial refrigeration applications and industry
• 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 and direct reports
• 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. It's 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. 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

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.