What are the responsibilities and job description for the Technical Support and Training Lead position at barrywehmiller?
About Us:
BW Flexible Systems is a global manufacturer of packaging systems that fill and bag thousands of food and non-food products. Our packaging systems are designed and manufactured to maximize the efficiency and lifetime value of our customers’ packaging lines. Our range of machinery includes form-fill-seal, feeding, bag filling and sealing, pouch-making equipment, flow-wrap, reclosable packaging solutions, palletizing, stretch-wrapping and more.
Job Description:
GENERAL PURPOSE
The Field Service Technical Support and Training Lead enhances the customer experience through oversight of technical support and training programs. This role drives the creation of new opportunities for service and training projects, builds revenue through these channels and bolsters consistent utilization of the Field Service resources. This role ensures comprehensive relationship management in support of our end-use customers and internal team members. The Field Service Technical Support and Training Lead will encourage the development of the team to discover, develop and apply their talents to actively engage in our Lean journey, with a focus on delivering value and developing customer trust.
JOB RESPONSIBILITIES
Customer Experience
- Ensure proactive, accurate, timely and effective solutions to customer inquiries and requests for technical support, training or on-site support driving revenue growth
- Oversee and develop troubleshooting, research, and resolution of technical issues from the field by assisting technical support representatives using phone, email, and various electronic communication methods
- Design and enhance CRM reporting to record activity, resolutions, and pending issues to track and drive down time to resolution and identify trends to recommend possible solutions
- Ensure that commissioning projects are fully closed out and that a transactional survey is completed in CRM
- Offer proactive guidance and recommendations to customers regarding available service products and training programs available to enhance customer satisfaction
- Analyze customers’ needs and formulate an end-to-end technical training solution to improve customers’ operational understanding of equipment
- Participate in developing accurate service and training estimates along with comprehensive scopes of work that align with the customer’s varying needs
- Continuously suggest updates and enhancements to training programs, knowledge-based articles and documentation to facilitate self-service training and support available to customers
Team Effectiveness
- Collaborate with cross functional team members to develop and implement best practices for efficient Training and Technical Support programs that increase revenue opportunities
- Ensure proper use of CRM, recommend enhancements for efficiency and ease of use
- Regularly develop, review, recommend, and update SOP documentation, including troubleshooting guides, training programs, and selling collateral
- Foster a spirit of teamwork by actively participating in daily meetings to provide updates on current issues and opportunities for future business
Additional
- Partner with end-users to form trusted relationships
- Creative development and delivery of technical support and training to end use customers; evaluate current processes and implement innovative improvements
- Analyze customer support data and metrics to identify trends, patterns, and opportunities for revenue growth
- Evaluate and optimize service agreements to align with profitability goals while meeting customer expectations
- Identify opportunities to optimize resource allocation and reduce costs without compromising service quality
- Collaborate with the Sales and Business Operations teams to ensure Field Service is represented in equipment sales opportunities and identify potential upsell or cross-sell opportunities based on customer needs
- Other tasks or projects may be assigned
JOB REQUIREMENTS
EDUCATION AND EXPERIENCE:
- A two-year post high school diploma/certificate in electro-mechanical technology and a minimum of 3 years related experience, OR a high school diploma and a minimum of 7 years relevant experience.
- Demonstrated experience with automated equipment integration, specifically within the flexible packaging segment
KNOWLEDGE, SKILLS, ABILITIES / COMPETENCIES:
- Knowledge of mechanical, pneumatic, and electronic controls systems along with a general understanding of material handling practices
- Understanding of PLC controls and Allen-Bradley equipment with ability to differentiate between controls vs mechanical issues
- Read and understand mechanical diagrams and electrical schematics
- Proficient in independently and methodically troubleshooting mechanical, electrical, and controls related issues with minimal assistance
- Demonstrates ability to establish exceptional customer relations utilizing strong interpersonal skills, exhibits a high level of effectiveness in all interactions
- Excellent communication skills; verbal, written, and presentation
- Ability to effectively explain data analysis and findings to both technical and non-technical audiences, ensuring stakeholders fully understand implications and can make informed decisions based on the data
- Comfortable making independent, solid, judgement-based decisions and willingness to learn from these experiences
- Ability to work effectively in a team environment
- Demonstrates integrity and establishes trust
- Proactive and driven professional with demonstrated sense of urgency and concern for timeliness
- Excellent prioritization and multi-tasking ability
- Proficient with MS Office Suite, including Outlook and D365
- Ability to travel, maximum 20%
PREFERRED
- Previous technical field service experience, preferably within a related packaging industry
- Strong mechanical aptitude and ability to logically troubleshoot problems
- Experience with TeamViewer and Dynamics-365
- Fundamental understanding of teaching theory and rubric development
- Ability to speak Spanish or Italian as a second language
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.
Company:
BW Flexible Systems
