Senior Field Support Specialist

This is a fully remote position, open to applicants in Alabama, +5 more locations.

📋 Description

• Act as a representative for the Anthony and Hillphoenix brands while nurturing relationships with customers, dealers, and regional contractors.

• Manage the customer experience following shipment.

• Supervise regional contractors to guarantee timely responses, issue identification, and resolution.

• Assist with new equipment start-ups and various field engagements.

• Make autonomous decisions regarding repairs, modifications, and updates for DFR equipment utilizing knowledge of refrigeration, mechanical, hydronic, and electrical systems.

• Provide training to regional contractors and dealers on the installation and maintenance of equipment.

• Oversee installation/service representatives during repair, modification, or update processes.

• Ensure DFR quality standards are met through customer visits and follow-up actions.

• Collaborate with product management, engineering, and quality teams to establish equipment maintenance schedules for manuals.

• Ensure that contractors and dealers adhere to safety protocols during installations, start-ups, remodels, and investigations.

• Diagnose field issues and generate comprehensive field reports that include measurements, observations, conclusions, and recommendations.

• Organize and coordinate work with third-party service providers.

• Oversee contractor engagement within the designated region.

• Act as the regional subject matter expert and facilitate communication among field teams, internal teams, distributors, and end users.

• Identify trends in quality and performance and report them for root cause analysis and resolution.

⛳️ Requirements

• High School diploma accompanied by ten (10) or more years of relevant experience, or five (5) years within the supermarket refrigeration sector.

• A journeyman refrigeration certificate may be necessary in certain regions.

• Proficiency in reading and interpreting safety rules, operating and maintenance instructions, and procedural manuals.

• Capability to compose routine reports and correspondence.

• Ability to effectively communicate before groups of customers or employees.

• Competence in calculating figures and amounts, including proportions, percentages, area, circumference, and volume.

• Skill in applying basic algebra and geometry.

• Ability to address practical problems with limited standardization.

• Proficient in interpreting written, oral, diagrammatic, or scheduled instructions.

• Willingness to meet a minimum of 80% travel requirements.

🏝️ Benefits

• Medical, Dental, and Vision coverage.

• 401k Retirement Plan.

• Flexible Spending options.

• Paid Holidays.

• Discretionary bonus based on performance metrics and other criteria outlined in the applicable bonus plan.