Senior Field Support Specialist

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

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

• Manage the customer journey post-shipment.

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

• Provide guidance on repairs, modifications, or updates to DFR equipment utilizing refrigeration, mechanical, hydronic, and electrical expertise.

• Educate regional contractors and dealers on the installation and maintenance of equipment.

• Oversee installation/service representatives as needed.

• Ensure compliance with DFR quality standards through customer visits and follow-up communications.

• Collaborate with product management, engineering, and quality teams to establish maintenance schedules and develop technical and installation manuals.

• Ensure safety protocols are followed by contractors and dealers during installations, start-ups, remodels, and investigations.

• Manage the initiation of new equipment start-ups.

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

• Arrange and coordinate tasks with third-party service providers.

• Oversee contractor engagement within the assigned region.

• Act as a subject matter expert and facilitate communication among field teams, internal departments, field sales distributors, and end-users.

• Identify trends in quality and performance, reporting 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 in the supermarket refrigeration sector.

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

• Proficient in reading and interpreting safety regulations, operating and maintenance instructions, and procedural manuals.

• Capable of drafting routine reports and correspondence.

• Skilled in effectively communicating before groups of customers or employees.

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

• Knowledgeable in applying basic algebra and geometry.

• Adept at solving practical problems with limited standardization.

• Able to interpret written, oral, diagrammatic, or schedule-based instructions.

• Willing to travel a minimum of 80% of the time.

• AC/R certification is preferred.

• EPA Certification is preferred.

🏝️ Benefits

• Medical, Dental, and Vision coverage.

• 401k Retirement Plan.

• Flexible Spending options.

• Paid Holidays.

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

• Remote work arrangement available.