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 :

COMPETENCIES :

LEADERSHIP RESPONSIBILITY :

This position directly leads other team members.

WORK ENVIRONMENT / PHYSICAL DEMANDS :

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Company : Baldwin Technology