Industrial Refrigeration Technical Support Specialist

Based in Colonial Heights, Virginia, this on-site role supports after-sales technical service for Hill Phoenix, a Dover Food Retail Company. The position emphasizes delivering expert remote assistance to customers and service partners, while coordinating with field personnel and internal teams to resolve issues with first-contact efficiency.

Responsibilities

• Provide expert remote technical support to customers, service partners and internal departments to improve knowledge and resolve issues related to operation, installation, troubleshooting, and maintenance of DFR products.
• Assist the Sales team as needed with product complaints, questions, and resolutions.
• Coordinate problem-resolution activities across quality, warranty, field service, engineering, and sourcing functions.
• Contribute to the development of technical service bulletins informing service partners and internal teams about common field issues and resolutions.
• Serve as the internal escalation point for the after-sales support team to maintain service levels and ensure accurate resolutions.
• Collaborate directly with Engineering and other departments when information requests require cross-functional input.
• Support process-improvement initiatives through active participation.

Requirements

• High School diploma or GED / Equivalency.
• 2+ years of experience in a customer-facing role in a business-to-business environment.
• 3+ years of experience delivering remote technical solutions in a call center setting or 3+ years’ experience with the manufacture, testing, or support of HVAC or refrigeration products.
• 2+ years’ experience with at least one DFR system used to support DFR products (for example: Syteline, Integra, AS-400, Salesforce, etc.).

Technologies

• Syteline
• Integra
• AS-400
• Salesforce
• Outlook
• PowerPoint
• Excel
• Word
• Vision

Benefits

• Medical, Dental, and Vision
• 401k Retirement Plan
• Flexible Spending
• Paid Holidays
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Ideal Candidate

• Excellent communication and problem-solving skills
• Professional and courteous demeanor
• Strong industry knowledge and experience
• Strong technical aptitude with a mechanical inclination and ability to troubleshoot electrical circuitry and related schematics
• Customer and brand advocate
• Familiarity with formal problem-solving techniques
• Skilled with customer contact technology and software, including telephony systems and CRM (Salesforce preferred)
• Solid communication skills with a customer-service focus
• Ability to interpret store layouts and technical documents
• Proficiency with MS Office applications (Outlook, PowerPoint, Excel, Word) and Vision

Values

• Collaborative Entrepreneurial Spirit
• Winning Through Customers
• Respects and Values People
• Expectations for Results
• High Ethical Standards, Openness, and Trust

Job Details

• Job Type: Full-time
• Expected Hours: No less than 40 per week
• Work Location: In person
• Application Question: Do you have refrigeration/electrical trouble shooting experience