Leader, Inside Service Support

Dover Food Retail is seeking a Leader, Inside Service Support to lead the Inside Service Support team based in Richmond, VA. The role will be responsible for providing expert remote technical support, managing the day-to-day operation of the team, and driving first contact resolution. The ideal candidate will have a bachelor's degree in operations management, business administration, or engineering, and 5 years of experience supporting engineered products and leading teams in a matrixed organization.

Requirements

• Bachelor's degree in operations management, business administration, or engineering
• 5 years of experience supporting engineered products
• 5 years of leadership, leading teams in a matrixed organization
• Adept at using customer contact technology and software telephony systems (InContact Preferred)
• CRM (Salesforce Highly Preferred)
• Significant technical knowledge of commercial refrigeration applications and industry
• Ability to coach / mentor technical associates and ability to lead remotely
• Superior ability to communicate both externally and internally
• Decisive and able to be clear and confident voice when faced with ambiguity
• Uses Voice of Customer (VOC) and data / metrics to drive improvements
• Comfortable managing multiple projects
• Strong sense of urgency and commitment to resolving Customer issues

Benefits

• Medical
• Dental
• Vision
• 401k Retirement Plan
• Flexible Spending
• Paid Holidays