Field service leader- iet

Abteilung Information:

BW Converting Solutions ist eine strategische Allianz von Ressourcen und Dienstleistungen, die die folgenden sechs Barry-Wehmiller-Unternehmen zusammenbringt: Paper Converting Machine Company (PCMC), Winkler + Dünnebier (W+D), STAX Technologies, Hudson-Sharp, Baldwin Technologies und Northern Engraving and Machine. Diese Branchenführer bieten bewährte Marken und innovative Technologien im Bereich Entwicklung, Herstellung und Wartung von Hochleistungs-Verarbeitungs- und Verpackungsmaschinen für die Gewebe-, Vliesstoff-, Hygiene-, Beutelverarbeitungs- sowie Versand- und Druckbranche an.Barry-Wehmiller ist ein breitgefächerter globaler Anbieter von Lösungen für Engineering, Beratung und Fertigungstechnologien für Verpackungs-, Wellpappen- und Papierverarbeitungsindustrien. Die Kombination eines mitarbeiterorientierten Führungsstils mit operativen Strategien und nachhaltigem Wachstum ließ Barry-Wehmiller zu einem 3 Milliarden USD Unternehmen wachsen, dessen fast 12.000 Mitarbeiter eine gemeinsame Vision haben: Building a Better World through Business.

Jobbeschreibung:

SUMMARY:

The Senior Field Service Leader position is responsible for providing leadership to managers and teams, supporting and guiding technicians and building long-lasting relationships with customers by exploring their needs and expectations, providing specific measurable goals, and achieving results within expected timeframes.

ESSENTIAL FUNCTIONS:

Collaborate with engineering, operations, and sales to ensure prioritization of initiatives and identified solutions are in alignment with the overall objective and strategy of the organization.

Follows up with customer feedback for quality assurance.

Reports to senior management on field service personnel, service, administrative and or customer needs.

Leads and directs the work of other employees and has authority for personnel decisions.

Impact policies and procedures, departmental budgeting, strategic planning, and procedural change.

Supports service failures until the issue is resolved.

Coordinate service schedules and assign technicians to work orders for troubleshooting, installation, maintenance, and repair of new and rebuilt equipment.

Document and track service activities, resolutions, customer feedback, and on-going issues.

Evaluate repairs against existing service level agreements or warranties and prepare price quotes.

Ensure that service staff have appropriate tools and spare part inventories needed to complete work orders.

Coordinate service contracts, schedules, maintenance, inventory, and supplies.

Assess and develop capabilities of technicians to ensure the appropriate mix of mechanical/electrical disciplines to effectively meet customer needs.

Manage service logistics relative to materials, equipment, people, processes, measurements, standards, and efforts with a primary focus on safety, delivery, quality, and cost.

Provide coaching and feedback to the inhouse service team; provide performance reviews and opportunities for professional growth.

Determine what work should be applied to warranty and what is chargeable to the customer. Monitor past due invoices and take proactive approach to obtain payment.

Participate in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.

Perform other duties as assigned.

Responsible for (inhouse) first and second level support in the locations and the processes between first / second level support. This includes the (as much as possible) native spoken first level support and the technical focused second level support.

Coordinates and develops the use of service functions of the CRM (e.g. case system, capacity planning…) and sales functions of the CRM (e.g. paid service opportunities…)

Financial forecasting of the field service business in EMEA with all relevant details to achieve the defined targets, define actions to proactive develop the business and countermeasures on demand.

Organisational (quality, time) and financially responsible for the new machine installations as well as service visits. This includes the calculation of new machine installations and service visits.

Proactive development of the field service business driven by proactive sales of paid service.

Development of the online support given from second level support to customers (quality and financial development).

EDUCATION & EXPERIENCE:

A 4-year degree in engineering, business, related field or equivalent experience.

5-8 years of relevant experience, preferably in a manufacturing environment.

Experience in organizing, planning, training, and delivering service.

Demonstrated experience leading teams.

KNOWLEDGE, SKILLS, ABILITIES:

Demonstrated communication, organization, and time management skills.

Proven problem-solving skills, planning, and scheduling abilities.

Proficient in Microsoft Office.

COMPETENCIES:

Customer Focus – Building strong customer relationships and delivering customer-centric solutions.

Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Drives Results - Consistently achieving results, even under tough circumstances.

Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Decision Quality – Making good and timely decisions that keep the organization moving forward.

Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.

Builds Effective Teams – Building strong identity teams that apply their diverse skills and perspectives to achieve common goals.

Manages Complexity – Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

LEADERSHIP RESPONSIBILITY:

This position directly leads other team members.

WORK ENVIRONMENT/PHYSICAL DEMANDS:

Typically sits, grasps items and performs keyboarding for frequent operation of a computer

Stand, walk, bend, reach or otherwise move about occasionally

Lift, move or otherwise transfer items up to 30 lbs. occasionally

Occasional exposure to typical machine shop physical hazards

Travel by air or car occasionally

This job description has been designed to indicate the general nature and level of work performed by team members within this classification.

It’s not intended to be construed as an exhaustive list of all responsibilities, duties and skills, and is subject to change at any time.

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Company:

Baldwin Technology