Vice President of Field Service Operations and Customer Service

About Us:

Alliance Machine Systems International, LLC is a privately held company with over 35 years of history dedicated to providing corrugated box manufacturing machines and services to the changing industry. As the paperboard packaging industry’s premier global supplier ofproductivity-enhancingprocess machinery and systems, we supply innovative designs, intelligent automation, and optimized workflow, coupled with highly responsive parts and service support. Our United States and Europe based engineering, manufacturing, sales and service operations provide a global support system covering the full product portfolio of Alliance, Serco, TEI, ASC, Pallmac, J&L and Tanabe machines.

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:

Oversees and provides strategic global leadership to ensure a high level of service excellence and customer satisfaction.

POSITION SUMMARY

TheVice President of Field Service Operations and Customer Serviceisresponsible forcustomer careacross the division’s operating sites.Thisindividualwill needan engineering background andin-depth knowledge ofequipment automationandrobotics.A successful candidatemust show proven experiencerunning Field Service,large equipmentinstallations and driving successful customer service.

Thisis a senior leadership role responsible for overseeing the operations, strategy, and performance of fieldand technicalservice teams. This position ensures that customer service and technical support provided in the field meet company standards and goalsand isinstrumental in driving profitability.

A key member of the Executive Leadership Team, this role will partnerwith the other leaders to outline strategy for bothCustomer Care(Field & Technical Services)and the Division as a whole.TheVP ofField & Technical Servicesleads all aspects ofAlliance’s KPIs, TTIs andCustomer Caremetrics as well asobjectivesand initiatives in support of theAlliance’s businessobjectives.

TheVP ofField & Technical Serviceswill oversee all aspects of the division’sCustomer CareincludingField Service,After Market Sales, and Customer Support.This person will champion process improvement,Customer Trustprograms andmulti-organizationalcollaboration to achieve optimized performance acrossall Alliance business units.

The VP ofCustomer Caremust have a proventrack recordin senior management in a highly dynamic setting.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Strategic Leadership

• Provide leadership and guidance to a diverse and global Field Services and Technical Support team – understanding team strengths and how to best deploy effective customer solution strategies.

• Assume a hands-on styletoleadership that emphasizes teamwork and collaboration with a strong customer focus. Drive accountability for results yet be supportive and effective at developing individuals to assume greater levels of responsibility and personal contribution.

• Lead, motivate, and develop the functional team on an ongoing basis and provide direct feedback, counselling, and coaching to drive practices and processes and overall Alliance performance.

Customer Service & Relationship Management

• Build rapport and trust with customers to ensure excellent communication and solutions strategies both proactively and as issues arise.

• Lead initiatives to drive customer satisfaction, operational efficiency, and profitability.

• Provide clarity and leadership for warranty issues with a focus on customer needs.

• Implement and drive Customer Trust System by earning our customer’s trust through development and delivery of exceptional solutions, delivered on time, and without warranty issues.

• Drive Customer Trust excellence withtimelyaftermarket parts and sound installation and start-up support.

• Assess the current state of Customer Care within Alliance’s network of sites and functions and plan, develop, organize, implement, and execute a holistic future state structure; reviewing people, positions, flexcapacity, and evaluating core competencies to drive profitability across multiple sites.

• Analyze customer feedback and data toidentifytrends and opportunities for improvement in customer experience.

• Develop and implement customer service initiatives to enhance customer satisfaction and loyalty.

Budgeting and Resource Allocation

• Partner closely with Finance to ensure alignmentonkey drivers of success and lead key metrics and processes with site leaders.

• Budgeting and Resource Allocation –developand manage budgets for field operations, including labor, tools, vehicles, and materials;optimizecost-efficiency whilemaintainingservice quality.

Operational Oversight

• Develop and implementthe fieldservices and technical services strategy in alignment with overall business goals.

• Provide leadership to operational plans delivering on the business unit strategies across all domestic Alliance sites in all areas of Customer Care.

• Contribute as a key member of the Executive Leadership Team (ELT) to outline organization strategy and vision with the Division President and others on the ELT.

• Lead the operation function and ensure the right positions and people are developed to ensure the current and future needs of the organization are satisfied.

• Leverage technology (e.g., field service management software, mobile apps) to improve field operations.

• Drive continuous improvement initiatives focused on productivity, accuracy, and turnaround time.

• Coordinate with engineering, product, supply chain, andlogisticsteams to support service delivery.

• Ensure alignment between field operations and broader company initiatives.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilityrequiredto perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• A Bachelor’s degree in Engineeringor relevant discipline

• Master’s Degree ispreferred

Experience and Skills

• 15+ years in a globalenvironmentleading Engineering orCustomer Care, with 8+ years’experience managing multiple manufacturing locationswithfullCustomer CareP&Lresponsibility.

• Aproven-trackrecord of drivingCustomer Careinidentifyingareas ofimprovement (utilizingLean and Continuous Improvement methodologies) acrossa largeorganization, resulting inenhancedaftermarketmargins, profitability, and step-change performance.

• Experience building and leadingCustomer Careprograms andcross-functionalteams

• Responsibleforprojectinstallationplanninganddeveloping process improvement strategies forcomplex systeminstallations and support.

• Demonstrated effective management (both direct and through influence) across multipleorganizations and work groups.

• In-depth knowledge of equipment automation and robotics. A successful candidate must show proven experience running Field Service, large equipment installations and driving successful customer service.

The following competencies will differentiate top candidates:

• Critical thinking and decision quality.

• Drives resultsbyestablishingcompelling goals and aggressive schedules for improvement in allfacetsofCustomer Care.

• Effectively delivers measurable results onorganizationalcommitments.

• Translates theAlliancevision and strategy into practical,actionable,and quantifiable plans.

• Competitive spirit and drive to win.Strong senseof initiative, internal motivation, and an unrelenting focus on results.

• Robustability to coach, develop,and inspire team members.

• Entrepreneurialspirit with aresults-focusedmindset.

• High degree of intellectual curiosity,integrity,and capability.

• Openness to feedback and coaching with a strong orientation towards continual learning.

• Capacityto function in a complex, globalenvironmentwith ease and fluidity, while driving and influencing results.

• Process thinker and passion for continuous improvement.

• Proven experience in a senior customer service leadership role within manufacturing.

• Deep understanding of the industry, product lifecycle, and customer needs.

• Strong analytical skills to interpret customer data andidentifytrends

• Expertisein customer service best practices and technology platforms

• Excellent communication and interpersonal skills to build strong customer relationships

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be willing and able to travel as needed.

Able to sit at a desk or computerfor sometimesextended periods of time.

Able to moveaboutthe office and factory with occasional lifting, bending, and reaching.

Able to dial, hear and respond to telephone calls andinquiriesas necessary.

Physically operate various types of office equipment including butnolimited to photocopiers, fax machines, 10 key, computers, printers, etc.

Meet requirements of daily attendance onjobfor a full, continuous work schedule.

Job Posting Salary Range

The approximate pay range for this position is $160,000 – $180,000.Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and abilities as well as geographic location of the position.

#LI-BO1

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:

Alliance