Field Service Leader

About Us:

BW Papersystems, part of the Barry-Wehmiller Group, builds capital equipment that transforms paper into products for consumers – every day, around the world. We offer innovative technologies, service and parts, and years of global experience in corrugating, finishing; slitting and packaging; stationery; bookbinding and security documents. Customers rely on our machines to produce and convert items such as corrugated boxes, folding cartons, passports, notebooks, copy paper, board, and coated and other specialty papers. For more information, visit bwpapersystems.com.

Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.

Job Description:

Responsibilities:

• Supervise and schedule field service work for the installation, repair, and adjustment of Ward/United Machinery equipment, ensuring prompt and efficient resolution of customer problems.
• Assign work schedules to field service personnel, considering their expertise and workload.
• Resolve all customer issues within 30 days, prioritizing customer satisfaction.
• Coordinate pre-installation functions and attend pre-installation meetings.
• Recommend training for service personnel, ensuring continuous improvement.
• Act as a liaison between service department and internal functions, facilitating technical discussions and resolving problems.
• Conduct field service calls with representatives, evaluating performance and providing necessary training.
• Coordinate with the parts department to ensure availability of all necessary parts for scheduled service calls.
• Provide direct supervision and support for the development of the field service team.
• Ensure adherence to equipment safety standards and readiness for service assignments.
• Brief and debrief service personnel, coordinating internal actions to solve identified problems.
• Prepare and maintain accurate service reports and records.

Competencies:

• Manage customer relationships effectively, meeting their demands with professionalism.
• Possess comprehensive knowledge of company products, including industrial machinery or box-cutting machinery.
• Interpret complex drawings and diagrams accurately.
• Demonstrate expertise in machine installation, operation, and fundamental electrical principles.
• Lead, supervise, and train field service personnel effectively.
• Possess technical and analytical skills, with experience in troubleshooting electromechanical machinery.
• Foster teamwork and cross-functional collaboration.
• Proficiency in MS Office.
• Excellent communication and interpersonal skills, with the ability to solve problems independently while interacting with diverse stakeholders.
• Demonstrate versatility, flexibility, and a positive attitude, capable of multitasking various duties throughout the day.

Initiative/Ingenuity:

• Exercise judgment to direct and supervise field service personnel, providing technical direction and service at customer locations.
• Devise new methods and techniques to meet unique requirements, guided by precedent and established policies.

Supervisory/Responsibility:

• Work under general direction, planning and arranging own work while leading and supervising field service personnel.

Work Environment:

• Work in an indoor office setting, utilizing standard office equipment.
• Occasional exposure to shop conditions may occur.

Physical Demands:

• May involve standing, sitting, climbing, stooping, kneeling, or crawling.
• Lift and/or move up to 75 pounds unassisted and greater than 75 pounds with assistance.

Equipment/Materials Responsibility:

• Ensure adherence to safety regulations and company policies.
• Handle confidential data responsibly to maintain company integrity and customer relationships.

Required Education and Experience:

• High school diploma or GED required; bachelor’s degree in engineering or related field preferred.
• Minimum of 5+ years’ experience in field service and customer relations, including significant team interactions.
• Experience with industrial machinery or box-cutting machinery preferred.

Other Duties:

• Perform various other similar or associated duties as assigned or directed.

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At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process.​

Barry-Wehmiller is an equal opportunity employer. M/F/D/V This organization uses E-Verify.

Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.

Company:

BW Papersystems