Service Manager

About Us:

BW Converting Solutions is a strategic alliance of resources and services that bring together several Barry-Wehmiller companies — Paper Converting Machine Company (PCMC), Winkler Dünnebier (W D), STAX Technologies, Hudson-Sharp, Baldwin Technologies and Northern Engraving and Machine. These industry leaders offer trusted brands and innovative technologies in the design, manufacture, and service of high-performance converting and packaging machinery for the tissue, nonwovens, hygiene, bag-converting, mailing, and printing industries.

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:

The Service Manager position is responsible for 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:

• Coordinate service schedules and assign technicians to work orders for troubleshooting, installation, maintenance, and repair of new and rebuilt equipment.
• 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.
• 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 individual Service Technicians; 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.
• Audit and approve expense and time reports.
• Participate in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
• Actively support and participate in the selection process, onboarding, performance management, training, and development of staff.
• Perform other duties as assigned.
  
  

EDUCATION & EXPERIENCE:

• An associate degree in a technical or business-related discipline is preferred. A high school diploma or equivalent is required.
• Two – four 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.

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:

Winkler Dunnebier