Field Service Leader

About the role

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: This is a dynamic role that is responsible for ensuring footprint retention and increased customer satisfaction through prompt and efficient resolution of customer problems throughout the life of the machine. The Field Service Leader has many diverse duties such as customer support, field project planning, customer account management, and field service team leadership/development. Key Responsibilities/Complexities: Cultivate and maintain positive relationships with customers; act as an account support manager for assigned accounts; regularly communicate and collaborate with customers to develop proactive solutions to improve reliability and performance of their equipment and to increase account satisfaction and retention of footprints. Engage customers and work directly with internal teams on new/used equipment and/or upgrades/rebuilds; provide pricing, role definitions, and required documentation for proposed products. Work closely with project leadership on new and aftermarket equipment installation projects. Identify and resolve customer complaints and problems with a focus on resolution in less than 30 days; promote and encourage the use of all company services. Act as a point of contact for field service phone/online inquiries from customers and field service team during normal and after business hours; provide technical support by answering questions about machine features/functions and making recommendations for solutions to typical problems that may be encountered. May act as a consultant and supervise onsite new machine installations; perform routine and/or emergency mechanical/electrical service. Manage projects in a timely and accurate manner; collaborate with other departments to resolve technical, logistical, and commercial issues; discuss installation, start-up and emergency repair projects with an emphasis on problem resolution during these phases. Make field service calls with representatives to enhance customer service representation and to evaluate representative's performance and provide training as necessary. Review requests for service and collaborate with scheduler to assign work schedule to field service team. Timely and accurate review and approval of project invoicing; resolve any disputed items Provide direct supervision of assigned field service team; lead and support the training and development of team members; ensure that team adheres to safety standards and are prepared for service assignment. Review the parts shortage list for service jobs; coordinate with parts department to ensure that all parts are available for scheduled call. Brief and debrief service team; coordinate internal action to solve identified problems and communicate with customer as required. Build and maintain a technical knowledge base by creating, maintaining and updating technical documents/procedures. Develop effective training materials using a variety of media; conduct follow-up studies of all completed training to evaluate and measure results; modify programs as needed. Competencies: Excellent communication and interpersonal skills; be able to independently solve problems while interacting with various levels of demanding internal and external personnel. Must be capable of multi-tasking various duties throughout the day, have a positive attitude with an ability to be versatile and flexible. Must be able to read blueprints, schematics and interpret complicated specifications. Demonstrated successful experience in PLC, servo motor controls and HMI controls is required Comprehensive knowledge of installation, operation, maintenance and repair of company produced machinery - both old and new product lines. Ability to manage customer relationships and service; ability to meet customer demands. Strong leadership and project management skills; ability to lead and supervise field service team. Comprehensive knowledge of company product. Demonstrated knowledge of machine install

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