Support Jobs in Colonial Heights, VA

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16d ago

Industrial Refrigeration Technical Support Specialist

Hill Phoenix a Dover Food Retail Company Colonial Heights, VA

Colonial Heights, VA

16d ago

Full time Industrial Refrigeration Specialist

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Job Description

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

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