Inside Service Support Specialist
Remote · Richmond, Virginia, United States
Job Summary
Inside Service Support Specialist in Richmond, VA will provide expert remote after-sales and technical support to customers, service partners, and internal teams. The role acts as the intermediary between field representatives, service partners, customers, and internal functions to ensure accurate and timely resolution of issues with Dover Food Retail products, including operation, installation, troubleshooting, and maintenance. Responsibilities include supporting the Sales team on product questions/complaints, coordinating problem-resolution activities across quality, warranty, field service, engineering, and sourcing, developing technical service bulletins to educate partners and internal teams, serving as the internal escalation point for after-sales support, collaborating with Engineering and other departments for information requests, and participating in process-improvement initiatives. The successful candidate will demonstrate exceptional communication, problem-solving, and technical aptitude, with strong knowledge of HVAC/refrigeration concepts, electrical schematics, CRM tools (Salesforce preferred), and MS Office applications, and will be based at the local Richmond facility with remote support capabilities. The role emphasizes ownership of customer inquiries, capturing actionable feedback to drive continuous improvement, and maintaining service levels across the organization.
Required Qualifications
- 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 in providing remote technical solutions in a call center environment 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 (IE: Syteline, Integra, AS-400, Salesforce, etc.)
- 2 years technical degree or certification in HVAC or refrigeration (preferred)
- 2+ years remote troubleshooting / technical support experience for similar products and applications in the refrigeration industry (preferred)
- 2+ years related experience in a technical role (Service technician, Quality technician, remote technical support) in the commercial refrigeration industry (preferred)
- Excellent communication and problem-solving skills
- Professional and courteous demeanor
- Strong industry knowledge and experience
- Superior technical aptitude and mechanical inclination with emphasis on electrical circuitry and schematics
- Customer and brand advocate
- Familiarity with formal problem-solving techniques
- Adept at using customer contact technology and software (telephony systems, CRM – Salesforce preferred)
- Good communications skills with a customer service focus
- Ability to interpret store layouts and technical documents
- Proficiency with MS Office products (Outlook, PowerPoint, Excel, Word, Visio)
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